Which setting controls the default visibility of cases across the organization?

• A. Org-wide Defaults for Cases set to Private
• B. Dynamic Dashboards
• C. Data Category per product
• D. Email-to-Case

Answer: (A)

This question centers on how Salesforce determines who can see a case by default. The baseline access for any object is controlled by the organization-wide defaults (OWD) for that object. For cases, setting the OWD to Private means new cases are visible only to the creator and to users who gain access through role hierarchy, sharing rules, or manual sharing. This establishes the default visibility across the whole organization.

If the OWD for cases were broader (for example, Public Read/Write), more users would see cases by default, subject to their profile permissions. The other options don’t set default case visibility: Dynamic Dashboards control data presentation in dashboards, not record-level access; Data Category per product relates to knowledge articles; Email-to-Case is a mechanism to create cases from incoming emails.