Salesforce Certified Sharing and Visibility Architect — Question 30

Customer complaints for bad interactions with a customer support agent are logged as Cases and assigned to a human resources representative. The agent of the complaint should not see the case, but their manager should.

How is this accomplished?

Answer options

• A. Trigger on Case to lookup and share to the manager of an Assigned Agent custom field (the subject of the complaint) using Apex Managed Sharing.
• B. Criteria based Sharing Rule on Case that shares to the Role Manager and above when a custom field Assigned Agent (subject of the complaint) is not blank.
• C. Case is owned by the subject of the complaint, so their manager in the role hierarchy can access the record. CRED permissions are removed on Case so the agent cannot read the case record.

Correct answer: A

Explanation

The correct answer, A, effectively uses Apex Managed Sharing to control visibility based on specific criteria, ensuring that only the manager can see the case. Option B would not guarantee that the manager sees the case if the criteria are not met, while option C allows the agent access to the case due to ownership, contradicting the requirement.