Service-Con-201 Integration And Data Management Practice Question
A support manager needs to ensure that Case records owned by Tier 1 support queues are only visible to members of that specific queue and the management hierarchy. Which sharing mechanism should the administrator configure?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Criteria-based sharing rules
Queues can be assigned as owners of Case records. Sharing rules or organization-wide defaults (OWD) combined with queue membership dictate visibility, and criteria-based sharing rules can target queues or roles.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Role hierarchy bypass rules
Why it's wrong here
Incorrect. Role hierarchy bypass rules do not exist as a standard Salesforce configuration option.
- ✗
Public Group territory assignment
Why it's wrong here
Incorrect. Territory management is designed for sales alignment, not basic queue-based case visibility.
- ✓
Criteria-based sharing rules
Why this is correct
Correct. Criteria-based sharing rules allow administrators to share cases based on field values or queue ownership criteria.
- ✗
Manual sharing by agents
Why it's wrong here
Incorrect. Manual sharing relies on individual agents and does not automatically secure queue records reliably.
About these practice questions
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official Salesforce exam blueprint
This Service-Con-201 practice question is part of Courseiva's free Salesforce certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the Service-Con-201 exam.