Salesforce Certified Service Cloud Consultant — Question 64

Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.

What is the recommended level of Case Access for the Case Team Role?

Answer options

• A. Private
• B. Visible in Portal
• C. Read Only
• D. Read/Write

Correct answer: D

Explanation

The recommended level of Case Access for the Case Team Role is Read/Write, as it allows specialists to view and modify Cases, which is necessary for them to add related records. Options like Private and Read Only do not provide the necessary permissions for specialists to effectively contribute to the Case. 'Visible in Portal' is not applicable as it relates to visibility rather than editing capabilities.