CCNA Integration And Data Management Questions

MCQeasy

A support manager wants to ensure that agents can view Account details on a Case without having direct edit access to the underlying Account record. Which organization-wide default setting supports this?

A.Account OWD set to Public Read Only

B.Account OWD set to Private with full hierarchy access

C.Account OWD set to Controlled by Parent

D.Account OWD set to Public Read/Write

AnswerA

Correct. Public Read Only allows users to view account records linked to cases without editing them.

Why this answer

Setting Account sharing to 'Read Only' allows users to view parent account details while restricting edit privileges.

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MCQeasy

Universal Containers wants to display external order history data within the Service Cloud Console without storing the records in Salesforce. Which integration feature should the consultant recommend?

A.Batch Data Integration via Data Loader

B.Salesforce Connect with External Objects

C.Bulk API REST queries

D.Standard outbound messages

AnswerB

Correct. Salesforce Connect allows real-time access to external data via external objects without consuming Salesforce storage.

Why this answer

Salesforce Connect allows organizations to seamlessly view and query data stored in external sources without copying the data into Salesforce by mapping external objects to external data sources via OData or custom adapters.

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MCQhard

A service organization implements strict data sharing rules where Cases are private. However, Tier 2 support agents need read/write access to Cases whenever the Category field equals 'Hardware'. Which feature should be used to automate this?

A.Organization-Wide Default setting change

B.Manual sharing via Apex sharing reasons

C.Owner-based sharing rule

D.Criteria-based sharing rule

AnswerD

Correct. Criteria-based sharing rules grant record access dynamically based on field values.

Why this answer

Criteria-based sharing rules evaluate record field values (e.g., Category = Hardware) to share records with specified public groups, roles, or territories.

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Multi-Selecthard

Universal Containers needs to synchronize Case attachments with an external document management repository. Which THREE architectural components are necessary to build this integration? (Choose three.)

Select 3 answers

A.Asynchronous Apex (Queueable or Batch) to prevent callout blocking and governor limit exhaustion.

B.ContentVersion and ContentDocument data objects to query Salesforce files.

C.Apex REST callouts or HTTP integration services to transmit file binaries.

D.Standard Workflow Rule outbound messaging for binary file streaming.

E.Real-time Omni-Channel work item routing rules.

AnswersA, B, C

Correct. File payloads can be large; asynchronous processing prevents governor limit violations.

Why this answer

Integrating binary attachments requires REST callouts, ContentVersion/ContentDocument objects, and asynchronous processing.

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MCQmedium

A Service Cloud consultant is integrating an external chat system with Salesforce Omni-Channel. Which architectural feature ensures chat transcripts map correctly to visitor records in Salesforce?

A.Territory Management assignment rules

B.Standard Email-to-Case routing addresses

C.Omni-Channel Flow and Apex routing context

D.Bulk API data import wizard

AnswerC

Correct. Omni-Channel Flows route work items and map visitor context to appropriate Salesforce objects.

Why this answer

Custom metadata and Omni-Channel routing configurations map incoming work items (like chat transcripts) to agent queues and associate contextual visitor records.

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MCQeasy

A service agent needs to view customer loyalty status stored in an external database in real time directly on the Account detail page within Service Cloud. No data replication should occur. Which tool should the consultant recommend?

A.Salesforce Connect with External Objects

B.Standard outbound messaging

C.Scheduled Data Loader imports

D.Custom Apex REST inbound webhook

AnswerA

Correct. Salesforce Connect enables real-time virtualization of external data without consuming Salesforce storage.

Why this answer

Salesforce Connect maps external database tables to external objects, displaying data in real time without storing it in Salesforce storage.

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MCQeasy

A consultant is designing the Case data model for a global support center. Different regional departments require unique picklist values for Case categorization. Which feature should be used to manage this?

A.Custom profile field-level security overrides

B.Sharing rules and public groups

C.Case Record Types and dependent picklists

D.Global Value Sets exclusively

AnswerC

Correct. Record types allow tailored picklist values and layouts for different departments.

Why this answer

Record Types allow administrators to offer different picklist values, page layouts, and business processes based on user profiles or record criteria.

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MCQeasy

A support supervisor needs to ensure that when a Contact is deleted from Salesforce, any open Cases associated with that Contact are not deleted, but their Contact reference is cleared out. Which lookup relationship setting achieves this?

A.Restrict deletion of the parent record if it has related records

B.Cascade delete via sharing rules

C.Delete this record when the parent record is deleted (Master-Detail option)

D.Clear the value of this field (Lookup relationship option)

AnswerD

Correct. This setting prevents child deletion and unlinks the reference when the parent contact is deleted.

Why this answer

Setting a lookup field to 'Clear the value of this field' when the parent record is deleted prevents child record deletion while removing the association.

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MCQhard

Universal Containers has a complex data model where Case ownership frequently shifts between regional queues and individual agents. To audit historical ownership changes for compliance reporting, which data management feature should be leveraged?

A.Chatter Feed tracking on Owner changes

B.Outbound messaging on every field update

C.Case History tracking

D.Custom Big Object logging via Apex triggers

AnswerC

Correct. Case History tracking logs changes to standard fields like Owner automatically for audit purposes.

Why this answer

Case History related lists track standard field changes including Owner, Status, and Priority automatically.

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Multi-Selectmedium

A consultant is configuring data access for a customer service team where agents belong to various public groups and territories. Which TWO mechanisms determine a user's ultimate record access in Salesforce? (Choose two.)

Select 2 answers

A.Profile layout assignments controlling tab visibility.

B.Role Hierarchies granting access to records owned by subordinates.

C.Chatter group membership settings.

D.Organization-Wide Defaults (OWD) establishing the baseline access level.

E.Omni-Channel routing configurations.

AnswersB, D

Correct. Role hierarchies automatically extend record access up the management chain.

Why this answer

Ultimate record access is determined by a combination of Organization-Wide Defaults, Role Hierarchies, Sharing Rules, and manual sharing.

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Multi-Selecthard

An enterprise support center is designing a data integration framework where external systems query Case data in real-time. Which THREE API options should the consultant consider? (Choose three.)

Select 3 answers

A.Standard outbound email handlers for REST query responses.

B.Chatter REST API for updating standard object page layouts.

C.Bulk API 2.0 for asynchronous processing of millions of records.

D.SOAP API for enterprise XML-based integrations requiring WSDL definitions.

E.REST API for lightweight, JSON-based synchronous resource queries.

AnswersC, D, E

Correct. Bulk API 2.0 handles high-volume asynchronous data operations.

Why this answer

REST API, SOAP API, and GraphQL/UI API are core APIs for querying and manipulating Salesforce data programmatically.

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Multi-Selecthard

An enterprise customer service desk requires high-volume data integration from an external legacy ticket system. Which THREE considerations are vital when using the Salesforce Bulk API? (Choose three.)

Select 3 answers

A.Bulk API supports real-time synchronous UI updates for agent screen pops.

B.Bulk API jobs bypass all Apex triggers and validation rules automatically.

C.External ID fields must be specified when performing upsert operations.

D.Data payloads are processed asynchronously in batches to handle millions of records.

E.Supported data formats for payload transmission include CSV and JSON.

AnswersC, D, E

Correct. Upserts require an external ID to match records correctly.

Why this answer

Bulk API uses CSV/JSON files, processes records asynchronously in batches, and requires External ID fields for upsert matching.

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Multi-Selectmedium

A service organization is evaluating data archiving strategies for millions of closed Cases. Which TWO features should the consultant evaluate for long-term data retention and access? (Choose two.)

Select 2 answers

A.Big Objects for native, scalable storage and custom SOQL querying of historical cases.

B.Salesforce Connect with external data sources to archive data outside standard storage limits.

C.Workflow rule field updates to overwrite case descriptions with the word 'Archived'.

D.Standard Case object page layout rule overrides for archiving.

E.Daily manual deletion of all historical records using Data Loader.

AnswersA, B

Correct. Big Objects provide native high-volume storage with standard SOQL query capabilities.

Why this answer

Big Objects and Salesforce Connect (or external databases) are the primary architectural features for high-volume data archiving.

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MCQeasy

An administrator needs to restrict access to sensitive customer service records so that only users assigned to the 'VIP Support' profile can view Cases marked with a 'High Priority' flag. Which feature should be used?

A.Criteria-based Sharing Rule

B.Public Group membership rules

C.Organization-Wide Default modification to Public Read/Write

D.Manual sharing via user profile assignment

AnswerA

Correct. Criteria-based sharing rules can evaluate Case fields like Priority to grant targeted visibility.

Why this answer

Criteria-based sharing rules allow administrators to share records based on field values, such as Case Priority equal to High.

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MCQeasy

Universal Containers wants support managers to be able to reassign Case ownership across all subordinate service teams regardless of individual record ownership restrictions. Which feature provides this overarching access?

A.Public Group criteria sharing rules

B.Role Hierarchy 'Grant Access Using Hierarchies' setting

C.Organization-Wide Default public read/write toggle

D.Manual sharing permissions

AnswerB

Correct. Role hierarchies automatically grant managers access to records owned by subordinates.

Why this answer

Users higher in the role hierarchy automatically inherit read, write, and transfer access to records owned by users below them, unless disabled.

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MCQmedium

An external ERP system needs to push shipment tracking updates into Salesforce and associate them with existing Cases. The external system does not know the Salesforce internal 18-character Case ID. What must the consultant configure on the Case object?

A.A custom field marked as External ID and Unique

B.A standard Auto-Number field

C.A cross-object formula field

D.A master-detail relationship field

AnswerA

Correct. An External ID field allows external systems to upsert records referencing their own legacy keys.

Why this answer

To allow external systems to reference Salesforce records without knowing the internal ID, an External ID field must be configured.

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MCQmedium

A support team uses a legacy ticketing system alongside Service Cloud during a phased migration. Agents need to click a button on a Case to instantly call an external REST API and sync ticket notes. Which tool should the consultant configure?

A.Apex Action called from a Screen Flow

B.Scheduled Batch Apex job

C.Data Loader export wizard

D.Outbound Message action

AnswerA

Correct. Flow Apex actions can invoke synchronous callouts to external REST APIs on demand.

Why this answer

An Apex Action invoked by a Screen Flow or Action button can execute HTTP callouts to external REST APIs synchronously.

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Multi-Selectmedium

A service administrator wants to ensure data integrity when agents create Cases associated with Accounts and Contacts. Which TWO data model validation practices should be implemented? (Choose two.)

Select 2 answers

A.Write Validation Rules to enforce required field completion based on Case Status.

B.Disable all standard validation rules to speed up API data integration speeds.

C.Rely solely on user training without technical enforcement mechanisms.

D.Convert all lookup relationships to text fields to bypass data model constraints.

E.Create Lookup Filters on the Case Contact field to restrict selections to contacts belonging to the selected Account.

AnswersA, E

Correct. Validation rules enforce business logic and data quality based on field conditions.

Why this answer

Validation rules and lookup filters ensure data integrity and correct parent-child associations.

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MCQhard

A service center is migrating 50 million legacy customer interactions into Salesforce Service Cloud. To optimize SOQL query performance and data storage indexing for custom reporting, what should the administrator configure?

A.External object mappings via OData

B.Standard auto-number primary keys

C.Classic encrypted custom text fields

D.Custom indexes requested via Salesforce Support

AnswerD

Correct. Custom indexes on custom fields improve query performance for large data volumes in Salesforce.

Why this answer

Custom indexes on frequently filtered custom fields (such as External ID or status fields) improve SOQL query performance for large data volumes.

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MCQhard

Northern Trail Outfitters uses Salesforce Knowledge with external federated search. When service agents query the global search bar, articles from an external CMS need to appear alongside native Knowledge articles. Which integration approach should be implemented?

A.Schedule a daily batch job to copy all external articles to custom objects

B.Configure Federated Search via OpenSearch provider

C.Build a custom Visualforce page overriding Global Search

D.Deploy a Salesforce-to-Salesforce connection

AnswerB

Correct. Federated search enables agents to search external repositories directly from the Salesforce global search bar.

Why this answer

Federated Search using OpenSearch or custom search providers allows Salesforce to query external repositories and display the results inline within the standard global search interface.

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Multi-Selectmedium

A consultant is troubleshooting data synchronization failures between an external ERP and Service Cloud. Which TWO diagnostic tools should the consultant use to investigate API errors? (Choose two.)

Select 2 answers

A.Event Monitoring REST API and log files to analyze API usage and failures.

B.Omni-Channel Supervisor real-time metrics dashboard.

C.Knowledge article version history.

D.Salesforce Debug Logs with refined database and callout trace flags.

E.Standard Case History related lists on individual records.

AnswersA, D

Correct. Event monitoring provides deep telemetry regarding API requests, performance, and errors.

Why this answer

Debug logs and Event Monitoring (REST API or API events) provide visibility into integration errors and API performance.

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MCQeasy

Universal Containers wants customer service agents to view related Contact details in a subtab without leaving the primary Case tab in the Service Console. Which data model relationship supports this parent-child navigation?

A.Roll-up Summary field

B.Lookup Relationship

C.Cross-object formula field

D.External ID text mapping

AnswerB

Correct. A lookup relationship links Cases to Contacts, allowing seamless navigation in console subtabs.

Why this answer

Master-Detail or Lookup relationships between Account/Contact and Case allow agents to navigate hierarchical records natively in the Service Console.

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MCQhard

An organization needs to integrate external warranty check data into Service Cloud cases. The external web service frequently experiences latency spikes. To prevent agent console lockups during warranty lookups, how should the integration be architected?

A.Real-time Omni-Channel routing event

B.Synchronous trigger-based Apex callouts

C.Standard Workflow Rule outbound message

D.Apex Continuations for asynchronous callouts

AnswerD

Correct. Continuations allow asynchronous HTTP callouts from the UI without blocking agent workflow during latency spikes.

Why this answer

Asynchronous callouts using continuations in Apex allow long-running HTTP requests to external web services without blocking the main browser thread or user interface.

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MCQhard

A service application needs to receive high-frequency inbound telemetry events from connected IoT devices and automatically create Case records when threshold limits are breached. Which feature provides scalable, publish-subscribe event ingestion?

A.Scheduled Apex Batch Jobs

B.Standard Inbound Email-to-Case handlers

C.Chatter Feed Tracking triggers

D.Platform Events

AnswerD

Correct. Platform events support high-volume publish-subscribe messaging for external IoT integrations and automated case creation.

Why this answer

Platform Events enable publishing and listening to custom event messages in real-time within Salesforce, integrating with external event buses via the CometD protocol.

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MCQhard

An enterprise service organization has millions of closed Case records impacting report performance and storage limits. They want to archive older cases while retaining read-only access for auditing. Which native feature should be utilized?

A.Encrypted Custom Objects with restricted page layouts

B.Big Objects

C.External Objects via Salesforce Connect

D.Standard Case Archiving Batch Job

AnswerB

Correct. Big Objects provide scalable storage for billions of records with standard SOQL querying capabilities.

Why this answer

Big Objects allow organizations to store and manage massive amounts of data inside Salesforce, supporting custom index creation and asynchronous SOQL queries.

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Multi-Selectmedium

A consultant is designing a data model for a multi-channel customer service center. Which TWO design considerations are critical when relating Cases to Assets and Work Orders? (Choose two.)

Select 2 answers

A.Ensure Work Orders are linked to Cases to manage field service tasks and maintenance history.

B.Configure Cases as master objects in a master-detail relationship with Accounts.

C.Establish a Lookup relationship from Case to Asset to track which product the issue concerns.

D.Avoid establishing any relationships between Cases and other objects to maximize storage limits.

E.Delete all historical Assets automatically whenever a parent Account is modified.

AnswersA, C

Correct. Work orders connect service case diagnostics to on-site field execution.

Why this answer

Assets track products owned by customers and link to cases, while Work Orders manage field service tasks stemming from cases.

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Multi-Selecthard

An enterprise Service Cloud implementation requires integrating an external billing system using REST APIs. Security and performance are top priorities. Which THREE practices should the consultant incorporate into the design? (Choose three.)

Select 3 answers

A.Implement robust error handling and logging mechanisms in Apex for failed callouts.

B.Hardcode session tokens in custom metadata types for quick retrieval.

C.Execute all external integrations synchronously inside standard before-insert triggers.

D.Design asynchronous callouts or batch processing for non-blocking high-volume operations.

E.Utilize Named Credentials and External Credentials for secure authentication management.

AnswersA, D, E

Correct. Error handling ensures failed integrations are captured, logged, and retryable.

Why this answer

Named credentials, bulk/asynchronous processing where appropriate, and proper exception handling with logging are key enterprise integration design patterns.

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MCQmedium

A customer service center integrates with an external billing platform. When a Case status changes to 'Escalated', billing details must be fetched synchronously and displayed immediately on the Case layout. Which integration tool fits this pattern?

A.Salesforce-to-Salesforce connection

B.Apex Callout invoked via Record-Triggered Flow

C.Outbound Message with Workflow Rule

D.Bulk API 2.0 job export

AnswerB

Correct. Apex callouts execute HTTP requests synchronously to retrieve external data on demand.

Why this answer

Synchronous request-response integrations requiring immediate UI updates are best handled using Apex Callouts triggered by record-triggered flows or triggers.

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Multi-Selectmedium

Universal Containers integrates its telephony system with Service Cloud and needs to ensure secure, reliable data exchange and proper record linkage. Which TWO integration best practices should the consultant recommend? (Choose two.)

Select 2 answers

A.Store endpoint URLs and authentication tokens securely using Named Credentials.

B.Rely exclusively on synchronous REST callouts for all high-volume batch data loads.

C.Hardcode authentication tokens directly in Apex trigger classes for speed.

D.Disable all organization-wide sharing defaults during API data loads.

E.Use External ID fields for upsert operations to prevent duplicate records.

AnswersA, E

Correct. Named credentials manage callout endpoints and authentication securely without hardcoding credentials in code.

Why this answer

Using Named Credentials securely stores authentication parameters, and robust external ID matching prevents duplicate record creation during integrations.

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MCQeasy

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?

A.Role hierarchy bypass rules

B.Public Group territory assignment

C.Criteria-based sharing rules

D.Manual sharing by agents

AnswerC

Correct. Criteria-based sharing rules allow administrators to share cases based on field values or queue ownership criteria.

Why this answer

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.

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MCQmedium

Universal Containers requires that whenever a critical Case is created, an event message is published to an external enterprise bus in real-time. Which feature should the consultant implement?

A.Platform Events published via Flow or Apex

B.Nightly batch export using Bulk API

C.Chatter feed item webhook notifications

D.Standard outbound messaging via workflow

AnswerA

Correct. Platform events enable real-time message publishing to external event bus subscribers.

Why this answer

Platform Events support publishing custom event messages in real-time to integrate Salesforce with external bus architectures.

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Multi-Selecthard

Universal Containers needs to configure complex sharing rules for Case records to ensure data privacy across regional divisions. Which THREE statements are true regarding Salesforce sharing rules? (Choose three.)

Select 3 answers

A.Sharing rules automatically bypass all profile-level Field-Level Security restrictions.

B.Sharing rules execute synchronously in real-time before record creation triggers.

C.Sharing rules can never be used to restrict access more than the Organization-Wide Default.

D.Criteria-based sharing rules can evaluate standard and custom Case field values.

E.Owner-based sharing rules grant access based on record ownership transferred to public groups or roles.

AnswersC, D, E

Correct. Sharing rules only open up access, never restrict it further than OWD.

Why this answer

Sharing rules can expand access beyond OWD, support criteria-based or owner-based rules, and cannot restrict access further than OWD.

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MCQmedium

A service desk application integrates with an external telephony system (CTI) that requires real-time screen pops when inbound customer calls arrive. Which data architecture pattern supports this requirement?

A.Salesforce Connect external object lookup

B.Batch data upload via Bulk API

C.Open CTI API integration

D.Scheduled email notification service

AnswerC

Correct. Open CTI provides real-time telephony integration and screen pops within the Service Console.

Why this answer

Open CTI utilizes JavaScript APIs to connect Salesforce Service Console with computer telephony integration systems, handling real-time events and record matching.

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MCQmedium

A Service Cloud consultant is designing a custom integration where external legacy ticket IDs must be matched to Salesforce Cases during high-volume nightly batch upserts. Which field attribute must be configured on the external ID field in Salesforce?

A.Text (External ID) and Unique

B.Formula (Text) and Unique

C.Master-Detail relationship

D.Auto-Number and External ID

AnswerA

Correct. An External ID field must have the 'External ID' and 'Unique' attributes enabled to allow upsert matching.

Why this answer

To perform upsert operations using the SOAP or REST API, the target field in Salesforce must be designated as an External ID and set to Unique.

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MCQmedium

A consultant is configuring account hierarchy data access for a global support team. Child accounts should automatically inherit sharing settings from their parent accounts. Where is this behavior enabled?

A.Sharing Settings -> Account Sharing Rules -> Default Access

B.Organization-Wide Defaults -> Account Hierarchies settings

C.Sharing Settings -> Account Settings -> Use Hierarchies for Account Access

D.Enterprise Territory Management Setup

AnswerC

Correct. Account Settings allows administrators to configure whether users down the role hierarchy or parent account access inherit sharing.

Why this answer

Enterprise Territory Management or Account Hierarchies rely on sharing settings. Specifically, 'Parent Account' grants access using 'Grant Access Using Hierarchies' or Account Sharing Rules.

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MCQhard

An enterprise service desk has strict compliance requirements. Case records containing Personally Identifiable Information (PII) must be encrypted at rest with keys managed exclusively by the customer. Which Salesforce feature satisfies this requirement?

A.Standard field-level security profile restrictions

B.Classic encrypted text custom fields using Salesforce-managed keys

C.Secure Server-Side HTTPS transport layer encryption

D.Salesforce Shield Platform Encryption with BYOK

AnswerD

Correct. Platform Encryption with Bring Your Own Key allows customer-managed encryption keys for PII data at rest.

Why this answer

Salesforce Shield Platform Encryption with Bring Your Own Key (BYOK) allows organizations to manage their own tenant secret encryption keys securely.

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