Question: 1/50
A support manager wants to ensure that only the Case owner and their management chain can see internal investigation notes on a Case. Agents in other teams should not see these notes, even if they can see the Case. What is the best solution?
Create a custom field on Case and restrict it with field-level security for all other profiles
Use Case Comments and mark them as Public so only internal users can see them
Use Case Feed posts and rely on record-level sharing to limit visibility
Use a private custom object related to Case for investigation notes and share it only with the Case owner and management via criteria-based sharing/role hierarchy