Apex Financial Services needs to enhance case collaboration between tier-2 support agents and external product specialists. The support operations manager specifies two key requirements:
1. Non-owner specialists added to a specific case must be granted explicit Read/Write access to that case record, regardless of the Organization-Wide Default (OWD) setting being Private.
2. Internal team members must be able to share private case updates in the Case Feed that are hidden from customer community users.
Which two capabilities or settings should the administrator configure to satisfy these business requirements? (Select 2)
- Configure Case Team Roles with Read/Write access levels and assign them to case team members on relevant cases.Answer
- Enable Feed Item Visibility controls on the Case Feed publisher layout to allow users to toggle post visibility between Internal Users and All With Access.Answer
- CEnable Feed Tracking on the Case object so field modifications automatically hide Chatter posts from external community users.
- DChange the Case Organization-Wide Defaults (OWD) to Public Read/Write so that Case Teams can grant access.
- EAssign separate custom profiles to each specialist group to override record sharing settings on the Case object.
Answer
The administrator should configure Case Team Roles with Read/Write access levels to grant specific record access, and enable Feed Item Visibility controls on the Case Feed publisher layout to restrict private posts to internal users.
Case Teams provide granular record-level sharing by allowing administrators to assign roles with explicit Read/Write access to non-owner users on a case-by-case basis. In addition, Feed Item Visibility settings on Case Feed publisher layouts empower agents to restrict internal posts so they remain hidden from external community members.
Step-by-Step Solution
Key Concept
Case Collaboration Tools (Case Teams & Feed Item Visibility)