Salesforce Community Cloud Consultant Practice Exam

What is one capability that High Volume Community users lack regarding case teams?

1. They can add case teams to their own cases

2. They cannot own cases or accounts

3. They can add other users to case teams

4. They cannot view cases owned by others

The correct answer is: They cannot own cases or accounts

High Volume Community users are designed specifically to interact within Salesforce Communities while having certain limitations compared to standard users. One significant limitation is their inability to own cases or accounts. This means that while they can participate in case management activities, they do not have the authority to take ownership of cases, effectively limiting their control and responsibility in managing customer issues. In practice, this impacts their interaction with case teams; although they can be part of the process and collaborate with others, their role is more about participation than ownership. This limitation is part of Salesforce's design to ensure that High Volume Community users can engage effectively without the full privileges that might be granted to standard internal users. Other functionalities, such as adding users to case teams or viewing cases owned by others, may still be accessible to them, which allows for some degree of collaboration within the community framework.