Salesforce Exam Sharing and Visibility Architect Topic 4 Question 44 Discussion

Actual exam question for Salesforce's Sharing and Visibility Architect exam

Question #: 44
Topic #: 4

[All Sharing and Visibility Architect Questions]

Customer complaints for bad interactions with a customer support agent are logged as Cases and assigned to a human resources representative. The agent of the complaint should not see the case, but their manager should.

How is this accomplished?

ATrigger on Case ta lookup and share to the manager of an Assigned Agent custom field (the subject of the complaint) using Apex Managed Sharing.

BCriteria based Sharing Rule on Case that shares to the Role Manager and above when a custom field Assigned Agent (subject of the complaint) is not blank.

CCase is owned by the subject of the complaint, so their manager in the role hierarchy can access the record. CRED permission are removed on Case so the agent cannot read the case record.

Show Suggested Answer

Suggested Answer: B

by Lavelle at Aug 28, 2024, 01:52 AM

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Cornell

3 days ago

Option B seems like the most straightforward way to handle this. Sharing the case with the manager when the Assigned Agent field is not blank is a clear and appropriate solution.

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Kenny

17 days ago

I see both points, but I think option B is the most efficient. Sharing the case based on criteria to the Role Manager and above seems like a straightforward solution.

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Francisca

18 days ago

I disagree, I believe option C is more secure. By removing read permissions on the case for the agent, we ensure they cannot access the record.

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Kyoko

19 days ago

I think option A is the best way to accomplish this. Using Apex Managed Sharing to share the case with the manager makes sense.

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