Hello, 

Need some advice from this wonderful group. I am preparing for the Sharing & Visibility Certification, however, some of the questions puzzle me. For example -  

Customer complaints for bad interactions with a customer support agent are logged as Cases and assigned to the HR. The agent of the complaint should not see the case, but their manager should. 

 How is this accomplished? 

 A. Trigger on Case to lookup and share to the manager of an Assigned Agent custom field (the subject of the complaint) using Apex Managed Sharing. 

B. Criteria-based Sharing Rule on Case that shares to the Role Manager and above when a custom field Assigned Agent (subject of the complaint) is not blank. 

C. Case is owned by the subject of the complaint, so their manager in the role hierarchy can access the record. CRED permission are removed on Case so the agent cannot read the case record. 

 My doubt - Are there 2 separate cases or just the same case, where read access is revoked from the Agent and given to the manager? 

There are other such ambiguous and flawed questions. How am I supposed to decipher such questions in the exam?