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Question 227 - Certified Sharing and Visibility Architect discussion

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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?

A.
Trigger on Case to lookup and share to the manager of an Assigned Agent custom field (the subject of the complaint) using Apex Managed Sharing.
Answers
A.
Trigger on Case to lookup and share to the manager of an Assigned Agent custom field (the subject of the complaint) using Apex Managed Sharing.
B.
Criteria 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,
Answers
B.
Criteria 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,
C.
Case 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.
Answers
C.
Case 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.
Suggested answer: A
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asked 23/09/2024
Bamidele Ariwodola
38 questions
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