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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]

A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.

Which solution should the consultant recommend to prevent this scenario from happening in the future?

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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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Maia
4 days ago
Hmm, I think option B is the way to go. Checking the related Contact's Entitlement will give us a clear picture of their support eligibility.
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Ezekiel
5 days ago
But wouldn't adding the Contact's Entitlement related list be more specific and prevent ineligible customers from slipping through?
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Hannah
6 days ago
I disagree, I believe the correct answer is C) Add the related Account's Entitlement related list to the Case Lightning Record Page.
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Ezekiel
17 days ago
I think the answer is A) Add the Case's Entitlement related list to the Case Lightning Record Page.
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