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Salesforce Exam CRT-261 Topic 15 Question 83 Discussion

Actual exam question for Salesforce's CRT-261 exam
Question #: 83
Topic #: 15
[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 Alpha at Aug 26, 2024, 07:08 PM

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Caren
2 months ago
Ah, the age-old question: which solution will make our service agents want to pull their hair out the least? I vote for the one that involves the least amount of manual work.
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Cecilia
2 months ago
C) Create an autolaunched Flow.
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Mammie
2 months ago
B) Set up duplicate rules on Case.
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My
2 months ago
A) Enable Case Merge.
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Jeanice
3 months ago
I see your point, Truman, but I still think enabling Case Merge is the way to go.
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Truman
3 months ago
I disagree, I think setting up duplicate rules on Case would be more efficient.
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Jonelle
3 months ago
An autolaunched Flow? Now we're talking! That could be a really cool way to automate the process and make it more efficient. Plus, it's always fun to play with Flows, am I right?
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Reita
2 months ago
C) Create an autolaunched Flow.
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Santos
2 months ago
B) Set up duplicate rules on Case.
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Ellsworth
2 months ago
A) Enable Case Merge.
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Alita
3 months ago
I agree with Hershel, enabling Case Merge would be the best option.
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Luisa
3 months ago
Hmm, I'm not sure about that. Wouldn't setting up duplicate rules on the Case object be a more elegant solution? It could help prevent the duplicates in the first place.
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Dalene
2 months ago
B) Set up duplicate rules on Case.
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Hobert
2 months ago
A) Enable Case Merge.
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Rebbecca
3 months ago
Enable Case Merge? That's the obvious choice, right? Let's make our service agents' lives easier and get rid of those pesky duplicates!
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Hildegarde
3 months ago
B) Set up duplicate rules on Case.
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Lachelle
3 months ago
A) Enable Case Merge.
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Hershel
3 months ago
I think we should enable Case Merge to handle duplicates.
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