Salesforce Certified Service Cloud Consultant — Question 75

Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

Answer options

• A. Update the case assignment rule to add the site member to the predefined case team.
• B. Change the org-wide default for cases and contacts internal access to private.
• C. Create a sharing rule to share the contact record with the site member.
• D. Set up a sharing set to grant access based on the site member's contact record.

Correct answer: D

Explanation

The correct answer is D because a sharing set allows community members to access records based on their contact information, which aligns with the requirement to manage cases online. Option A is incorrect as it only modifies case team assignments without addressing broader access needs. Option B restricts access to cases and contacts internally, which does not support external community members. Option C provides limited access to a single contact record, failing to meet the requirement for case management.