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Answer:
I. Create standard role hierarchies.
II. Set organization-wide sharing defaults to public read/only.
Explanation:
Workflow management systems can be defined as a strategic software application or program designed to avail companies the infrastructure to setup, define, create and manage the performance or execution of series of sequential tasks, as well as respond to workflow participants. Some examples of workflow management systems used around the world; YAWL, Windows Workflow Foundation, Apache ODE, Collective Knowledge, Workflow Gen, PRPC, Salesforce.com, jBPM, Bonita BPM etc.
In this scenario, Universal Containers is rolling out a new customer service process. Customer service managers will need to edit cases for their subordinates, but not cases for other groups. Managers and users should be able to view all cases. Therefore, the recommended solution to configure this are;
I. Create standard role hierarchies: this is to represent the various end users such as managers and their subordinates.
II. Set organization-wide sharing defaults to public read/only: this settings or feature would make it impossible for any user outside of the group (owner) to edit the cases. They will only be able to view but not modify.