Universal Containers implemented Case Management to support business-to-consumer (B2C) customers.

Vendor: Salesforce
Product: Service-Cloud-Consultant
Update on: Jan 2, 2026
Questions: 290

Salesforce Service-Cloud-Consultant Question Answer

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?

Configure View All for the Case object and field-level security.

Configure Case Team with Read Write and field-level security.

Configure OWD for the Case object and implement Salesforce Shield.