An administrator at Northern Trail Outfitters needs to allow internal specialists to collaborate on specific customer cases by granting them explicit record access (such as Read Only or Read/Write) without altering default sharing settings. Additionally, the administrator wants team members to see real-time updates and posts regarding case changes. Which two configurations should the administrator implement to meet these collaboration requirements?
- Define Case Team Roles with specific access levels and assign users to Case Teams on individual cases.Cevap
- Enable Feed Tracking for the Case object so updates and field changes appear automatically in the Case Feed.Cevap
- CCreate additional custom profiles for each specialist to grant additive record-level sharing permissions per case.
- DUse Case Escalation Rules to dynamically assign Read/Write record access to specialists when cases remain open.
- ERely on standard Chatter settings without enabling Feed Tracking on the Case object, assuming field updates automatically post to the feed.
Cevap
The correct configurations are defining Case Team Roles with explicit access levels and enabling Feed Tracking on the Case object.
Configuring Case Team Roles allows administrators to assign specific access levels (Read Only or Read/Write) to users on an individual case basis. Simultaneously, enabling Feed Tracking on the Case object guarantees that updates, record changes, and team comments are tracked directly in the Case Feed.
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Anahtar Kavram
Case Collaboration Tools (Case Teams and Case Feed Tracking)