BlueWave Communications maintains an Organization-Wide Default (OWD) sharing setting of Private for Cases. The support operations team needs to enable Tier 2 technical specialists and external partner consultants to collaborate on specific customer cases without granting them access to all case records. Additionally, internal support agents must be able to post internal-only notes on the Case Chatter feed that are hidden from external customer portal users who have access to the case. Which TWO features or settings should a Salesforce Administrator configure to satisfy these business requirements?
- Case Teams and predefined Case Team Roles with appropriate access levels (Read Only or Read/Write)Answer
- Feed Item Visibility settings on Case page layouts to allow internal users to mark feed posts as Internal OnlyAnswer
- CChatter Feed Tracking on Case fields to automatically grant record access to Public Groups
- DCustom Profiles with the 'View All Data' administrative permission assigned to external partner consultants
- ECase Escalation Rules to automatically transfer case ownership to a Public Group whenever external assistance is requested
Answer
Configuring Case Teams with predefined Case Team Roles and enabling Feed Item Visibility on Case page layouts.
Case Teams allow administrators to define predefined roles with specified access levels (Read Only or Read/Write), enabling targeted multi-user collaboration on specific case records under a Private OWD. Furthermore, enabling Feed Item Visibility equips internal agents with the ability to mark Chatter posts and emails in the Case Feed as 'Internal Only', restricting their visibility so external community users cannot see sensitive internal communications.
Step-by-Step Solution
Key Concept
Case Collaboration Tools (Case Teams and Case Feed Visibility)