Salesforce Community Cloud Consultant Practice Exam

Which of the following tasks can external users perform when cases are enabled in a community?

1. Edit case comments

2. Create new cases

3. Delete cases

4. Transfer case ownership

The correct answer is: Create new cases

External users in a Salesforce community have specific permissions that allow them to interact with cases in a controlled manner. When cases are enabled in a community, one of the key tasks they can perform is creating new cases. This functionality is crucial as it empowers users to initiate support requests directly through the community interface, enhancing user experience and engagement without requiring direct intervention from internal support staff. Creating new cases allows external users to articulate their issues or requests clearly, providing necessary context and information. This process often triggers workflows and notifications that help internal users manage and prioritize cases efficiently. It aligns with the principle of self-service support, which is a significant advantage of utilizing communities in Salesforce. On the other hand, external users typically have limited capabilities to maintain data integrity and security. Hence, tasks like deleting cases or transferring case ownership typically remain restricted to internal users who have more comprehensive access rights within the Salesforce ecosystem. Additionally, while external users can often interact with case comments, modifying them might also be restricted depending on the community configuration and profile permissions set by the administrator.