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Difficulty: HardCase Collaboration Tools (Case Teams and Case Feed)

Vanguard Solar Tech maintains an Organization-Wide Default (OWD) of Private for Cases. Support operations requires a mechanism to allow Tier 2 support engineers and third-party contractors to collaborate on complex cases on a per-case basis without changing case ownership. Contractors require Read Only access, whereas Tier 2 engineers require Read/Write access. Additionally, support agents using the Case Feed must be able to publish posts that are visible exclusively to internal staff, while keeping other posts visible to Experience Cloud portal customers.

Which two administrative configurations should be implemented to fulfill these collaboration and visibility requirements? (Select 2)

  1. Define Case Team Roles with explicit access levels (Read Only for contractors and Read/Write for Tier 2 engineers) and utilize Predefined Case Teams.Answer
  2. Enable Feed Item Visibility on the Case layout to allow support agents to specify post visibility as either Internal Users or All Users.Answer
  3. C
    Configure a Criteria-Based Sharing Rule targeting a Public Group containing contractors and Tier 2 engineers to grant conditional record access.
  4. D
    Enable Feed Tracking on the Case object for custom collaboration fields to automatically filter feed post visibility by user profile.
  5. E
    Configure Case Escalation Rules to automatically transfer case ownership to a shared support queue when external contractors collaborate.

Answer

The correct configurations are defining Case Team Roles with predefined access levels (Read Only and Read/Write) via Predefined Case Teams, and enabling Feed Item Visibility on Case Publisher Layouts to manage post visibility between internal users and external portal users.
Case Teams directly fulfill the requirement for dynamic, per-case sharing with distinct access levels (Read Only vs Read/Write) based on configured Case Team Roles and Predefined Case Teams. Simultaneously, Feed Item Visibility enables agents to control whether Chatter posts on the Case Feed are restricted to internal staff or shared with external community users.

Step-by-Step Solution

1
Analyze access requirements for case collaboration
Different user roles require distinct access levels (Read Only for contractors, Read/Write for Tier 2 engineers) on an ad-hoc/per-case basis.
When Case OWD is Private, standard sharing rules cannot dynamically assign varying access levels per case to individual users based on role.
2
Identify the appropriate Case Collaboration feature for record access
Case Teams (using Case Team Roles and Predefined Case Teams) allow adding users with specific access levels (Read Only or Read/Write) directly to individual cases.
Case Teams satisfy record sharing needs without changing ownership or overriding Private OWD globally.
3
Analyze feed visibility requirements
Agents need to toggle Chatter post visibility between internal employees and Experience Cloud portal customers.
Enabling Feed Item Visibility allows agents to choose 'Internal Users' or 'All Users' on each publisher post in the Case Feed.

Key Concept

Case Collaboration Tools (Case Teams and Case Feed Item Visibility)
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Topics

Case Collaboration Tools (Case Teams and Case Feed)

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