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Question 200 - Certified Administrator discussion

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Universal Containers introduced a new product and wants to track all associated cases that get logged. They are looking for an automated solution that would give the product's two lead engineers read/write access to all new cases that reference the new product.

What should an administrator do to satisfy this requirement?

A.
Create a queue and a criteria-based sharing rule.
Answers
A.
Create a queue and a criteria-based sharing rule.
B.
Create a predefined case team and an assignment rule.
Answers
B.
Create a predefined case team and an assignment rule.
C.
Create a user-based sharing rule and an ad-hoc case team.
Answers
C.
Create a user-based sharing rule and an ad-hoc case team.
D.
Create an auto-response rule and a public group.
Answers
D.
Create an auto-response rule and a public group.
Suggested answer: A

Explanation:

To track all cases that reference the new product and give read/write access to the product's two lead engineers, the administrator should create a queue and a criteria-based sharing rule. The queue will allow assigning cases that meet certain criteria, such as having a specific value in the Product field, to a group of users. The criteria-based sharing rule will grant read/write access to the queue members for cases that match the same criteria.

Reference: https://help.salesforce.com/s/articleView?id=sf.queues_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.sharing_criteria.htm&type=5

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asked 23/09/2024
Matthew Wagner
30 questions
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