Question 56

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?
  • Question 57

    Sales operations at Universal Containers (UC) has created Public Reports and Dashboards folders for sales managers. Sales operations and salts managers' report to the VP of Sates. Sales operations currently spends a few hours each month updating users mat should have access to edit reports and dashboards in these folders.
    How should UC grant access to sales managers to automate access to these Public Reports and Dashboard folder?
  • Question 58

    Which three areas should the Architect review in order to increase performance of "Record Access" and "Sharing" calculations?
    Choose 3 answers.
  • Question 59

    Universal Containers (UC) operates worldwide, with offices in more than 100 regions in 10 different countries, and has established a very complex Role Hierarchy to control data visibility. In the new fiscal year, UC is planning to reorganize the roles and reassign account owners.
    Which feature should an architect recommend to avoid problems with this operation?
  • Question 60

    Universal Containers (UC) has a private Organization-Wide Defaults (OWD) model for the Account object and needs to control the access of records and fields according to these requirements:
    * Sales reps can view/edit only their own records and cannot access the field "segment" in account page.
    * Service reps need to view all accounts but cannot edit any information.
    * Sales managers can modify any account of reps reporting to them.
    * Service managers can modify any account.
    How can a Salesforce architect provide an optimal solution for this scenario?