Service-Con-201 Case Management Practice Question
Universal Containers wants to configure Case Teams. Which TWO capabilities do Case Teams provide? Choose 2 options.
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
✓
Assign predefined case teams automatically using Case Assignment Rules.
Case Teams allow users to collaborate on cases with specific roles and record-level access.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Automatically route unassigned work items to queue members.
Why it's wrong here
Queues handle unassigned work routing, not case teams.
- ✗
Define agent shift schedules and availability capacity.
Why it's wrong here
Omni-Channel Supervisor handles shift schedules and agent capacity.
- ✓
Assign predefined case teams automatically using Case Assignment Rules.
Why this is correct
Assignment rules can associate predefined case teams upon case routing.
- ✓
Grant custom record-level read or read/write access to users who are not the case owner.
Why this is correct
Case teams grant specified access (Read or Read/Write) to supporting internal team members.
- ✗
Restrict case visibility exclusively to external portal users.
Why it's wrong here
Case teams manage internal collaboration access, not portal visibility restriction.
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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.