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By Salesforce · Question Mode

QuestionQ152

Case Management

Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. A custom field contains the customer’s Personal Identifiable Information (PII) data. When a case is submitted, an account manager needs Read-Only access and must be able to view the customer’s PII data. A support engineer needs Read and Write access but must not be able to view the customer’s PII data.

Which solution should a consultant recommend to satisfy these requirements?

  • A Configure OWD for the Case object and implement Salesforce Shield.
  • B Configure View All for the Case object and field-level security.
  • C Configure Case Team with Read Write and field-level security.
Explanation

Case teams can grant different levels of access to individual Case records, including Read Only and Read/Write. Field-level security independently controls whether a user can view or edit a particular field, so the PII field can be visible to the account manager and hidden from the support engineer while the engineer retains Read/Write Case access.

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