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Salesforce Exam CRT-261 Topic 18 Question 85 Discussion

Actual exam question for Salesforce's CRT-261 exam
Question #: 85
Topic #: 18
[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 Florencia at Sep 14, 2024, 09:16 PM

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Aja
24 days ago
Just delete the cases, problem solved! But I guess the 'management' might frown upon that approach...
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Micaela
25 days ago
Hmm, I'm feeling the Flow idea. Gotta love a good automation, am I right?
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Mariann
26 days ago
Why not automate it with a Flow? Let the system handle the duplicates and free up the agents' time!
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Genevieve
27 days ago
Nah, I'd go with the duplicate rules on Case. Keep everything nice and organized, you know?
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Rodrigo
14 days ago
C) Create an autolaunched Flow.
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Lili
15 days ago
B) Set up duplicate rules on Case.
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Stevie
16 days ago
A) Enable Case Merge.
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Tamra
1 months ago
Ooh, Case Merge sounds like the way to go! Simplify that duplicate case mess for the agents!
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Callie
10 days ago
C) Create an autolaunched Flow.
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Eleni
22 days ago
B) Set up duplicate rules on Case.
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Alica
24 days ago
A) Enable Case Merge.
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Keneth
1 months ago
I disagree, I think creating an autolaunched Flow would be more efficient in handling duplicate cases.
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Joanne
2 months ago
I agree with Richelle, enabling Case Merge would be the best option.
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Richelle
2 months ago
I think we should enable Case Merge to handle duplicates.
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