Examkin

Soru

Zorluk: OrtaCase Collaboration Tools (Case Teams and Case Feed)

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)

  1. Configure Case Team Roles with Read/Write access levels and assign them to case team members on relevant cases.Cevap
  2. 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.Cevap
  3. C
    Enable Feed Tracking on the Case object so field modifications automatically hide Chatter posts from external community users.
  4. D
    Change the Case Organization-Wide Defaults (OWD) to Public Read/Write so that Case Teams can grant access.
  5. E
    Assign separate custom profiles to each specialist group to override record sharing settings on the Case object.

Cevap

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.

Adım Adım Çözüm

1
Evaluate record access requirements for collaboration.
Case Teams allow ad-hoc or predefined groups of users to be assigned specific roles with custom access levels (Read Only or Read/Write) on individual case records, even when OWD is Private.
This directly fulfills the requirement to grant non-owner specialists explicit Read/Write access.
2
Evaluate feed visibility controls for internal vs. external users.
Feed Item Visibility settings allow internal users to toggle visibility between 'Internal Users Only' and 'All With Access' when posting to the Case Feed.
This fulfills the requirement of hiding private case updates from external Experience Cloud community users.

Anahtar Kavram

Case Collaboration Tools (Case Teams & Feed Item Visibility)
Bu soruyu puanla

Konular

Case Collaboration Tools (Case Teams and Case Feed)

Bu konudan daha fazla soru