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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?

AEnable Case Merge.

BSet up duplicate rules on Case.

CCreate an autolaunched Flow,

Show Suggested 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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Rana

10 days ago

Case Merge? Sounds like a party for the cases! Where do I sign up?

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Andree

10 days ago

An autolaunched Flow? Hmm, I'm not sure that's the best approach. Seems a bit too complex for a simple duplicate case problem.

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Reiko

13 days ago

Duplicate rules all the way! That way, we can automatically identify and merge those pesky duplicates. Gotta love efficiency!

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Theodora

1 months 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

1 months ago

I agree with Kanisha. Enabling Case Merge would be the best option to streamline the process.

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Buddy

1 months 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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Elza

1 months 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

1 months ago

A) Enable Case Merge.

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Kanisha

2 months ago

I think we should enable Case Merge to handle duplicates more efficiently.

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