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Difficulty: HardSelf-Service Portals and Experience Cloud for Support

A healthcare software vendor utilizes an Experience Cloud site to provide self-service support to clinic administrators holding standard Customer Community licenses. The organization's Default External Access (Org-Wide Default) for Cases is configured as Private. Management requires clinic administrators to view and edit all support cases associated with their specific clinic's Account record, regardless of which individual logged the case. Which two configurations should the system administrator implement to meet these access and security requirements?

  1. Create a Sharing Set for the Customer Community profile that grants Read/Write access to the Case object using the User:Account = Case:Account mapping.Answer
  2. Maintain the Case External Org-Wide Default as Private to restrict record visibility across different clinic accounts.Answer
  3. C
    Clone the Customer Community profile and enable the 'Modify All' object permission for the Case object.
  4. D
    Enable 'Grant Access Using Hierarchies' on Case records and place external clinic administrators in a higher role within the internal role hierarchy.
  5. E
    Create a Permission Set with 'View All Cases' enabled and assign it directly to the external clinic administrators.

Answer

To grant Customer Community users access to all cases under their Account while maintaining security boundaries between different accounts, the administrator must keep the Case External Org-Wide Default set to Private and configure a Sharing Set that maps the User's Account field to the Case's Account field with Read/Write permissions.
For standard Customer Community licenses, sharing record access within an account requires a Sharing Set that matches the User record's Account field to the Case record's Account field. To ensure data privacy between different external accounts, the Case object's External Org-Wide Default must remain Private so that access is granted strictly through the defined sharing set rules.

Step-by-Step Solution

1
Evaluate the capabilities and limitations of standard Customer Community user licenses.
Standard Customer Community users do not utilize roles, the role hierarchy, or administrative permissions like View All / Modify All.
Understanding license constraints prevents misconfiguration attempts involving role hierarchy or elevated profile permissions.
2
Determine baseline security requirements using External Org-Wide Defaults.
Set Case External Org-Wide Default to Private.
Setting baseline access to Private ensures cases from one clinic account are strictly inaccessible to users from another clinic account.
3
Configure record-level sharing access for external portal users.
Establish a Sharing Set mapping User:Account to Case:Account with Read/Write access for the Customer Community profile.
Sharing Sets grant community users access to records matching shared criteria (such as account association) without requiring role hierarchy or heavy sharing infrastructure.

Key Concept

Experience Cloud Sharing Sets and External Org-Wide Defaults
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Topics

Self-Service Portals and Experience Cloud for Support

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