Salesforce Community Cloud Consultant Practice Exam

What is a primary function of the "Portal Super User" permission?

1. Manage roles for external users

2. View, edit, and transfer all cases

3. Track reports for all portal users

4. Edit internal user data

The correct answer is: View, edit, and transfer all cases

The "Portal Super User" permission in Salesforce grants users the capability to view, edit, and transfer all cases in the community or portal environment. This role is essential for effective case management, allowing super users to oversee and assist with customer inquiries and issues comprehensively. By having this level of access, Portal Super Users can ensure that cases are handled appropriately, support workflow continuity, and enhance overall service delivery in the community. This permission is particularly valuable as it embodies the responsibilities of a support lead or administrator within the portal, enabling them to facilitate better connectivity between external users and internal support resources. Their engagement in case management also contributes to resolving issues efficiently, influencing user satisfaction positively. Other options do not accurately represent the specific role of a Portal Super User. For example, managing roles for external users, tracking reports for all portal users, or editing internal user data pertains to distinct administrative functions that are not part of the super user's core responsibilities. The primary focus remains on case management and ensuring that users receive timely assistance within the community framework.