Support is divided by product line at Universal Containers.

Salesforce Service-Cloud-Consultant Question Answer

Support is divided by product line at Universal Containers. 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?

Create a folder for each product line and share them with public groups.

Set the organization-wide default to Private and create sharing rules to share them with roles.

Add a permission set for Read access to the appropriate product line.

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