A referral coordinator reports that the agent correctly has object and field permissions for Case, yet still cannot retrieve a specific Case during a conversation. The Case is owned by a queue the Agent User was never added to, and no sharing rule grants broader visibility. What explains the missing record?

Object and field-level permissions control what a user is allowed to do with a type of record and which fields on it are visible, but record-level visibility is a separate concern governed by ownership, role hierarchy, sharing rules, and queue membership, and the Agent User is bound by all of it exactly like any other Salesforce user. A Case owned by a queue the Agent User does not belong to, with no sharing rule extending broader access, is simply invisible to that user at the record level, independent of correctly configured object and field permissions. Field-level security blocking specific fields would still allow the record itself to be retrieved with those fields omitted; it would not make the whole record disappear from a query, so that explanation does not fit the symptom described. The Einstein Trust Layer masks sensitive values within data the agent can already see; it has no mechanism for withholding an entire record from a query, and treating it as a record-visibility gate is a misunderstanding of its scope. The claim that object permissions and record visibility are the same setting is the core misconception this item targets; conflating them leads specialists to "fix" a sharing problem by re-checking permissions that were never the issue.