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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?
Correct Answer: B
Recent Comments (The most recent comments are at the top.)
test - Dec 02, 2025
**Correct Answer: B. 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.**
---
### **Explanation**
The requirement is:
* The **agent who is the subject of the complaint** must **not see the case**. * The **agent’s manager** should **see the case**. * Cases are assigned to **HR**, not the agent.
Given this:
1. **Role Hierarchy or Criteria-Based Sharing Rules won’t help**:
* **A. Criteria-based sharing rule** ❌
* Criteria-based sharing rules can only share to **users, roles, or public groups**, but you **cannot dynamically share with the manager of a user referenced in a custom field**. * The "Assigned Agent" is not the owner; the manager of that user cannot automatically get access via standard sharing rules.
* **C. Case owned by the subject** ❌
* You **cannot make the agent the owner** (they must not see it). * Even if you remove their CRUD permissions, this is **not a standard, safe way** to manage this scenario.
2. **Apex Managed Sharing works**:
* With **Apex Managed Sharing**, you can programmatically grant access to a **specific user** (the manager of the Assigned Agent) while ensuring the agent does not get access. * Trigger logic: On Case creation → look up the manager of the Assigned Agent → create a **CaseShare** record granting access to the manager.
This approach ensures **fine-grained, dynamic access control** that standard sharing cannot accomplish.
---
### ✔️ Key Takeaway
**Dynamic record sharing based on a related user field often requires Apex Managed Sharing, especially when the subject should not see the record but their manager should.**...
Recent Comments (The most recent comments are at the top.)
**Correct Answer: B. 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.**
---
### **Explanation**
The requirement is:
* The **agent who is the subject of the complaint** must **not see the case**.
* The **agent’s manager** should **see the case**.
* Cases are assigned to **HR**, not the agent.
Given this:
1. **Role Hierarchy or Criteria-Based Sharing Rules won’t help**:
* **A. Criteria-based sharing rule** ❌
* Criteria-based sharing rules can only share to **users, roles, or public groups**, but you **cannot dynamically share with the manager of a user referenced in a custom field**.
* The "Assigned Agent" is not the owner; the manager of that user cannot automatically get access via standard sharing rules.
* **C. Case owned by the subject** ❌
* You **cannot make the agent the owner** (they must not see it).
* Even if you remove their CRUD permissions, this is **not a standard, safe way** to manage this scenario.
2. **Apex Managed Sharing works**:
* With **Apex Managed Sharing**, you can programmatically grant access to a **specific user** (the manager of the Assigned Agent) while ensuring the agent does not get access.
* Trigger logic: On Case creation → look up the manager of the Assigned Agent → create a **CaseShare** record granting access to the manager.
This approach ensures **fine-grained, dynamic access control** that standard sharing cannot accomplish.
---
### ✔️ Key Takeaway
**Dynamic record sharing based on a related user field often requires Apex Managed Sharing, especially when the subject should not see the record but their manager should.**...