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Salesforce Exam Service Cloud Consultant Topic 2 Question 110 Discussion
Actual exam question for
Salesforce's
Service Cloud Consultant exam
Question #: 110
Topic #: 2
[All Service Cloud Consultant Questions]
Topic #: 2
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?
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.
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