Salesforce Sharing and Visibility Certification Practice Exam

What is a potential solution to the UNABLE_TO_LOCK_ROW error that agents encounter when creating cases for a large account?

1. Review the Account structure to split the account into multiple branch accounts

2. Increase system limit on open cases

3. Remove duplicate cases from the system

4. Limit user access to the account

The correct answer is: Review the Account structure to split the account into multiple branch accounts

The UNABLE_TO_LOCK_ROW error typically occurs in Salesforce when multiple transactions are trying to access the same record simultaneously, leading to contention over that record. In the context of creating cases for a large account, this error may arise because numerous agents are attempting to create cases related to that account at the same time. Reviewing and restructuring the Account hierarchy by splitting the account into multiple branch accounts can effectively alleviate the contention issue. By doing so, the volume of operations competing for lock access on the original account record is reduced. Each branch account can have its own separate set of cases, allowing agents to work independently without interfering with each other, thus minimizing the probability of encountering the locking error. The other options may not address the underlying cause of the locking issue. Increasing the system limit on open cases, for instance, does not inherently resolve contention issues among agents. Similarly, removing duplicate cases or limiting user access to the account does not necessarily prevent the UNABLE_TO_LOCK_ROW error but could potentially complicate the case management process. Therefore, restructuring the account into multiple branches is a more effective long-term solution to manage high case volume effectively while reducing potential locking conflicts.