A team of support users at Cloud Kicks is helping inside sales reps make follow-up calls to prospects that filled out an interest from online. The…

The most appropriate and scalable solution is to use a permission set. Permission sets are designed to grant additional permissions and access to specific users on top of their existing profile settings. Since the support team needs access to a new object (Lead) that is not part of their current profile, a permission set can be created to grant "Read" and "Edit" access to the Lead object and assigned only to the users on that team. This adheres to the principle of least privilege and avoids the overhead of creating and maintaining a new profile for a specific functional requirement.

A. Create a new profile: While creating a new profile would work, it is not the best practice. Salesforce recommends using a minimal number of profiles and extending permissions with permission sets for better manageability and scalability.

C. Assign a new role: Roles control record-level access and visibility through the role hierarchy. They do not grant object-level permissions, which is what is required for the users to access the Lead object itself.

D. Set Up Manual Sharing: Manual sharing is used to grant access to individual records, not to an entire object. The users must first have object-level permission (via their profile or a permission set) before they can be granted access to specific records.

1. Salesforce Help - Permission Sets: "A permission set is a collection of settings and permissions that give users access to various tools and functions. The settings and permissions in permission sets are also found in profiles

but permission sets extend users’ functional access without changing their profiles." (Salesforce Help

Document: "Permission Sets"

Section: "Permission Sets")

2. Salesforce Trailhead - Data Security Module: "Permission sets are a great way to grant access to a specific app or a specific task. For example

if you have a group of users who all need to access the same set of objects and fields

you can create a permission set that grants that access and assign it to those users." (Trailhead

Module: "Data Security"

Unit: "Control Access to Objects")

3. Salesforce Help - Control Who Sees What: "Object permissions—the most basic security settings—determine which objects users can see and what they can do with them... You set object permissions in profiles and permission sets." (Salesforce Help

Document: "Control Who Sees What"

Section: "Object-Level Security")

4. Salesforce Help - Roles: "Roles determine what users can see in Salesforce based on where they are located in the role hierarchy... Roles are designed to increase data visibility." (Salesforce Help

Document: "User Roles"

Section: "User Roles Overview")