Salesforce Certified Service Cloud Consultant — Question 71

Support is divided by product line at AW Computing. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick texts. Quick texts are unique to each product line.

How should the administrator ensure support reps only have access to quick texts for their specific product line?

Answer options

• A. Set the organization-wide default to Private and create sharing rules to share with roles.
• B. Add a permission set for Read access to the appropriate product line.
• C. Assign the quick texts to Data Categories with access to the appropriate profiles.
• D. Create a folder for each product line and share them with the specific users.

Correct answer: D

Explanation

The correct answer is D because creating a dedicated folder for each product line allows for easy sharing of quick texts with only the relevant support reps. Options A and B do not specifically restrict access to quick texts based on product lines, while option C involves Data Categories that may not adequately control access for quick texts.