Service-Con-201 Service Cloud Solution Design Practice Question
An enterprise service desk has strict security compliance requirements. Customers submitting sensitive financial data via web-to-case must have their credit card numbers automatically redacted before support agents view the data. Which solution should the consultant recommend?
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
✓
Salesforce Shield Data Masking or custom Record-Triggered Flow string replacement upon ingestion
Einstein Data Privacy and Shield Platform Encryption with deterministic/probabilistic masking or custom Flow string manipulation / Shield Data Masking protects sensitive data.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Use validation rules to prevent users from typing credit card numbers.
Why it's wrong here
Validation rules stop user entry, but cannot prevent external customers from submitting credit cards via Web-to-Case forms.
- ✗
Configure Field-Level Security to hide the description field from all agents.
Why it's wrong here
Hiding the description entirely prevents agents from reading the customer's actual inquiry.
- ✓
Salesforce Shield Data Masking or custom Record-Triggered Flow string replacement upon ingestion
Why this is correct
Data Masking or Flows can intercept inbound text and redact sensitive patterns before agent viewing.
- ✗
Rely on standard browser page encryption protocols (HTTPS)
Why it's wrong here
HTTPS encrypts data in transit, but once stored in Salesforce, agents can view plaintext unless masked.
About these practice questions
Courseiva writes every Service-Con-201 question from scratch — 318 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
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.