When Universal Containers sets cases to private, how can they give the sales operations team access to escalated cases?

When Universal Containers sets cases to private, it restricts access to those cases for users who do not own them or have direct permission. To allow the sales operations team access to escalated cases specifically, creating a criteria-based sharing rule is the most appropriate option.

This type of sharing rule can be configured to grant access based on specific criteria, such as the case status or priority level. Since escalated cases may have unique characteristics compared to regular cases, setting a rule based on these criteria enables targeted access to those cases. The sales operations team can thereby receive access to only the relevant escalated cases without broadly sharing all cases, aligning with the private setting applied to the case records.

Utilizing criteria-based sharing provides flexibility in controlling who gets access based on specific conditions, which is crucial for managing sensitive information while still ensuring that the necessary teams can perform their functions effectively.