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Salesforce Exam CRT-261 Topic 12 Question 95 Discussion

Actual exam question for Salesforce's CRT-261 exam
Question #: 95
Topic #: 12
[All CRT-261 Questions]

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.

Management would like to provide a method for service agents to handle duplicates and delete one of the cases.

Which action should a consultant recommend?

Show Suggested Answer Hide Answer
Suggested Answer: A

To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.


by Judy at Feb 12, 2025, 07:14 AM

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Theodora
4 days ago
I'm not sure about Case Merge. Maybe creating an autolaunched Flow could also be a good solution to handle duplicates.
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Francesco
9 days ago
I agree with Kanisha. Enabling Case Merge would be the best option to streamline the process.
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Buddy
12 days ago
Ooh, Case Merge sounds like the perfect solution! It'll keep our agents from drowning in a sea of duplicate cases.
upvoted 0 times
Elza
1 days ago
Ooh, Case Merge sounds like the perfect solution! It'll keep our agents from drowning in a sea of duplicate cases.
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Billy
5 days ago
A) Enable Case Merge.
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Kanisha
13 days ago
I think we should enable Case Merge to handle duplicates more efficiently.
upvoted 0 times
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