Salesforce Case Object for Consulting and Customer Service
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Questions and Answers

What is the primary objective of using different page layouts per work order type?

  • To track customer issues and grievances
  • To minimize customization
  • To represent key information about specific work order types (correct)
  • To promote reusability of code artifacts

    • What object type does the consulting company use to track customer-specific consulting?

  • Account
  • Case (correct)
  • Opportunity
  • Contact

    • Why does the Director of TI want to minimize customization?

  • To increase data storage
  • To simplify the user interface
  • To reduce development time
  • To promote reusability of code artifacts (correct)

    • What is the recommended approach to implement the image capture requirement?

    <p>Use Lightning Component as an override for 'Edit' action on mobile view</p> Signup and view all the answers

    What permission does Mary's profile not have for the Invoice object?

    <p>Read</p> Signup and view all the answers

    What action can Mary take on Joe's invoice records?

    <p>None</p> Signup and view all the answers

    What is the primary objective of Universal Containers' (UC) team?

    <p>To analyze customer orders for fraud</p> Signup and view all the answers

    What is the organization-wide default for the custom Invoice object?

    <p>Public Read-Only</p> Signup and view all the answers

    What should be enabled for large-scale Role Hierarchy realignments?

    <p>Granular Locking</p> Signup and view all the answers

    Which tool enables access to edit all scheduled courses owned by the operations users team?

    <p>Criteria-Based Sharing Rule</p> Signup and view all the answers

    How can a lawyer be granted access to a specific case when their assistance is needed?

    <p>Apex Managed Sharing</p> Signup and view all the answers

    How can Universal Containers grant access to the scheduled courses owned by the operations users team?

    <p>Criteria-Based Sharing Rule</p> Signup and view all the answers

    What should be used to share cases with the Legal team?

    <p>Criteria-Based Sharing Rule</p> Signup and view all the answers

    What should be used to grant a lawyer access to a specific case?

    <p>Apex Managed Sharing</p> Signup and view all the answers

    What should be used to share scheduled courses with the operations manager?

    <p>Criteria-Based Sharing Rule</p> Signup and view all the answers

    How can Universal Containers manage access to scheduled courses?

    <p>Criteria-Based Sharing Rule</p> Signup and view all the answers

    How can Universal Containers hide list views that are not relevant to an individual user since there will be more than 50 list views?

    <p>Share the list views with the appropriate role and internal subordinates</p> Signup and view all the answers

    What should an architect recommend for auditors who need access to high-value opportunities with a Private sharing model?

    <p>Create a public group and assign the auditors to the group</p> Signup and view all the answers

    How can Universal Containers ensure that certain list views are only available to certain executives?

    <p>Share the list views with the appropriate individual users</p> Signup and view all the answers

    What level of access will the sales rep have to the related Account record?

    <p>Read access</p> Signup and view all the answers

    What approach should Universal Containers take to prevent the deletion of records in the future?

    <p>Implement an audit trail</p> Signup and view all the answers

    Why does Universal Containers need to implement a solution for auditors?

    <p>To provide access to high-value opportunities</p> Signup and view all the answers

    What is the organization-wide default for the Account object?

    <p>Private</p> Signup and view all the answers

    Why does Universal Containers want to implement a solution for executives?

    <p>To provide access to large at-risk opportunities</p> Signup and view all the answers

    What license type is recommended for distributors to see closing opportunities assigned to their distributor for delivery?

    <p>Partner Community</p> Signup and view all the answers

    What community function is impacted by having the Site User Visibility turned off in Sharing Settings?

    <p>Searching for other external users</p> Signup and view all the answers

    What license type is required to allow community users to collaborate on Opportunities?

    <p>Partner Community</p> Signup and view all the answers

    How can Universal Containers (UC) restrict branch managers and staff to see customers and related information in their geographic location?

    <p>Configure organization-wide defaults of the Account object and create sharing rules</p> Signup and view all the answers

    Why are Universal Containers (UC) sales managers unable to access their teams' Shipment records?

    <p>The Grant Access Using Hierarchies option on Shipment Sharing Settings was incorrectly disabled</p> Signup and view all the answers

    What is the primary purpose of configuring Role Hierarchy in Universal Containers (UC)?

    <p>To define the management hierarchy of the organization</p> Signup and view all the answers

    What is the benefit of using sharing rules in Universal Containers (UC)?

    <p>To grant access to custom objects based on role hierarchy</p> Signup and view all the answers

    What is the correct sequence of steps to restrict access to customers and related information in Universal Containers (UC)?

    <p>Configure organization-wide defaults of the Account object and create sharing rules</p> Signup and view all the answers

    To grant Universal Containers sales managers access to shipment records properly, what did the IT team leverage?

    <p>Apex managed sharing</p> Signup and view all the answers

    What should an architect recommend to mitigate the risk of improper access to records?

    <p>Use runAs system method in test classes</p> Signup and view all the answers

    A banking company wants their customers' Date of Birth Field searchable by Banking Reps, but only editable by Customer Support Reps. Which approach is recommended?

    <p>Set the Field Level Security for the Date of Birth field to be Visible to Customer Support Rep Profile</p> Signup and view all the answers

    Why can't the AR team find invoices in list views, reports, and Global Search?

    <p>A sharing rule is missing to share accounts with the AR team</p> Signup and view all the answers

    What should be set to Private for the AR team to access invoices?

    <p>Account object's organization-wide default</p> Signup and view all the answers

    What is required for the AR team to access invoice records?

    <p>Read permission to the Account object</p> Signup and view all the answers

    What type of relationship exists between the custom Invoice object and the Account object?

    <p>Master-detail</p> Signup and view all the answers

    Why are invoices not visible to the AR team in list views, reports, and Global Search?

    <p>The AR team does not have access to the Account records</p> Signup and view all the answers

    Study Notes

    Image Capture Requirement

    • A consulting company wants to capture images of customer sites while editing case records during customer site visits.
    • The Director of TI wants to minimize customization and promote reusability of code artifacts.
    • Recommendations:
      • Use Lightning Component as an override for "Edit" action on mobile view, allowing image capture feature.
      • No change required for desktop users.
      • Alternatively, create a separate button "Edit in Mobile", which opens a custom lightning component that allows field consultants to add an image.

    Role Hierarchy and Access Control

    • Mary is Joe's manager in the Role Hierarchy.
    • Organization-wide default for a custom Invoice object is Public Read-Only.
    • Mary's profile is not granted the Read permission for the Invoice object.
    • Mary can only view Joe's invoice records.

    Sharing and Access Control

    • Universal Containers (UC) has a team that analyzes customer orders for fraud.
    • To grant sales managers access to shipment records, Apex managed sharing was used.
    • IT team is worried about improper access to records.
    • Recommendations:
      • Use runAs system method in test classes to test using different users and profiles.
      • Use isAccessible keyword in Apex classes to assure record visibility will be followed.

    Field Level Security

    • A banking company wants Date of Birth field searchable by Banking Reps, but only editable by Customer Support Reps.
    • Recommended approach:
      • Set field level security for the Date of Birth field to be Visible to Customer Support Rep Profile, and set the Date of Birth field Visible and Readonly to Banking Rep profile.

    Master-Detail Relationship and Access Control

    • A custom Invoice object has a master-detail relationship to Account.
    • Accounts receivable (AR) team needs access to invoice records.
    • AR users neither own nor have access to account records.
    • The account organization-wide default is set to Private.
    • AR team is unable to find invoices in list views, reports, and Global Search.
    • Reason: A sharing rule is missing to share invoices with the AR team.

    Criteria-Based Sharing Rule

    • Criteria-based sharing rule on Case shares to the Role Manager and above when a custom field Assigned Agent (subject of the complaint) is not blank.

    Role Hierarchy Realignments

    • Recommended advanced tool for large-scale Role Hierarchy realignments: Granular Locking.

    Access Control and Team Management

    • Universal Containers (UC) delivers training in 500 different regions.
    • Operations users team manages course setup, scheduling, and trainer setup.
    • Operations manager requested access to edit ALL scheduled courses owned by the operations users team.
    • Recommended approach:
      • Create an ownership-based sharing rule and share the scheduled courses with the operations manager.

    Access Control and Case Management

    • If a Case requires involvement from one of the Legal team, the Case owner adds one of the corporate lawyers to the Legal SME field on the case.
    • Since cases are private, how can we grant a lawyer access to a specific case when their assistance is needed?
    • Recommended approach:
      • Use Apex Managed sharing in a case Trigger that shares the record to the user identified in the Legal SME field.

    Community and License Management

    • Universal Containers uses 75,000 distributors that have close to 1 million total users.
    • Distributors need to use the community to see closing opportunities assigned to their distributor for delivery.
    • Recommended license: Partner Community.

    Community Function and Sharing Settings

    • If Site User Visibility is turned off in Sharing Settings, it impacts the community function of searching for other external users.

    Collaboration and License Management

    • To allow community users to collaborate on Opportunities, users must be given a Customer Community Plus license.

    Access Control and Geographic Location

    • Universal Containers (UC) requested that branch managers and UC branch staff should only see customers and related information in their geographic location.
    • Recommended approach:
      • Configure organization-wide defaults of the Account object and create sharing rules.
      • Alternatively, configure Role Hierarchy and create sharing rules.

    Access Control and Custom Object

    • Universal Containers (UC) sales managers are complaining that they cannot access their teams' Shipment records (a custom object).
    • Reason: The Grant Access Using Hierarchies option on Shipment Sharing Settings was incorrectly disabled by the admin.

    List View Management

    • Sales operations at Universal Containers (UC) wants to create list views to filter opportunities for certain geographies.
    • To hide list views that are not relevant to an individual user, recommended approach:
      • Share the list views with the appropriate role and internal subordinates.

    Access Control and Auditor Team

    • At Universal Containers, there's a team of auditors distributed throughout the organization that all need access to high-value opportunities.
    • With a Private sharing model, recommended approach:
      • Create a public group and assign the auditors to the group.

    List View Management and Access Control

    • Sales executives at Universal Containers (UC) want to create list views to filter opportunities for large at-risk opportunities.
    • These list views should only be available to certain executives who specialize in closing problematic deals.
    • Recommended approach:
      • Share the list views with the appropriate individual users.

    Organization-Wide Defaults and Access Control

    • Universal Containers' organization-wide defaults model is Private for the Account object.
    • A sales rep owns two opportunities in one Account.
    • Sales Rep profile has Create/Edit access to opportunity records.
    • Sales rep has Read access to the related Account record.

    Data Retention and Recovery

    • Universal Containers (UC) is in a legal dispute regarding several orders.
    • UC has found out that these records were removed from the system.
    • Recommended approach:
      • Use a data retention and recovery strategy to ensure that records are not deleted from the system.

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    Related Documents

    Sharing and Visibility Architect (Summer 2024) Set 1.pdf

    Description

    This quiz covers the use of Salesforce Case object for tracking customer-specific consulting and customer issues. It is designed for field consultants and customer service representatives who use the Case object to manage customer interactions.

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