Salesforce Certified Service Cloud Consultant — Question 81

Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.

Which solution should a consultant recommend to meet the requirements?

Answer options

• A. Configure OWD for the Case object and implement Salesforce Shield.
• B. Configure View All for the Case object and field-level security.
• C. Configure Case Team with Read Write and field-level security.

Correct answer: A

Explanation

The correct answer is A, as configuring OWD for the Case object along with implementing Salesforce Shield helps to secure the PII data while allowing the necessary access levels for the account manager and support engineer. Option B does not provide sufficient control over PII visibility, and option C does not meet the requirement for restricting PII access for the support engineer.