When taking ownership of cases, which sharing setting must be enabled to allow ownership changes?

To allow ownership changes of cases in Salesforce Service Cloud, the sharing setting that must be enabled is Public Read/Write/Transfer. This setting grants users the ability not only to view and edit cases but also to transfer ownership to other users.

When the sharing settings are set to Public Read/Write/Transfer, all users in the organization have the capability to change ownership of the cases. This level of access is essential in environments where multiple users may need to collaborate on case resolution and seamlessly hand off cases based on workload or expertise.

In contrast, other sharing settings, such as Private, Public Read/Only, and Public Read/Write, impose restrictions that prevent users from transferring case ownership. For instance, Private settings restrict visibility and ownership transfer to the case owner and users above them in the hierarchy, while Public Read/Only does not allow editing or ownership changes at all. Public Read/Write allows for editing but does not grant the ability to change ownership. Therefore, without the Public Read/Write/Transfer setting, users would be limited in effectively managing and reallocating cases.