Question

Universal Containers has an org-wide default of Private for the Case object. A group of senior support agents belongs to several different roles scattered across the role hierarchy. The support manager wants all of these senior agents to automatically be able to view and edit any Case owned by anyone in the 'Tier 1 Support' role, regardless of where the senior agents sit in the hierarchy. What is the most appropriate way for an administrator to grant this access?

Accepted Answer

Create a public group containing the senior agents, then create an owner-based sharing rule that shares Cases owned by the 'Tier 1 Support' role with that public group, granting Read/Write access.

Answer

Create a public group containing the senior agents, then create a criteria-based sharing rule on Cases that shares with the role hierarchy above Tier 1 Support.

Answer

Change the org-wide default for Cases to Public Read/Write so the senior agents can access all Cases.

Answer

Add all senior agents to the 'Tier 1 Support' role so they inherit access through the role hierarchy.