Salesforce Exam CRT-261 Topic 12 Question 95 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 95
Topic #: 12

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?

AAdd the Case's Entitlement related list to the Case Lightning Record Page.

BAdd the related Contact's Entitlement related list to the Case Lightning Record Page.

CAdd the related Account's Entitlement related list to the Case Lightning Record Page.

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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Edelmira

2 months ago

Ah, the joys of supporting the unsupported. Option B sounds like the most straightforward way to avoid this problem in the future. Time to get that Entitlement list up and running!

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Roosevelt

12 days ago

Let's go ahead and implement that solution to avoid supporting ineligible customers.

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Marva

23 days ago

I agree, adding the related Contact's Entitlement list makes the most sense.

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Sherly

1 months ago

Option B sounds like the best choice to prevent this from happening again.

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Denae

2 months ago

I dunno, maybe just add a big red 'INELIGIBLE' stamp to the Case page? That'll really drive the point home. (Just kidding, option B is probably the best solution.)

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Maryanne

14 days ago

A: Let's go with Option B then. It's the most practical choice.

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Eileen

22 days ago

C: I think that would definitely help prevent this scenario from happening in the future.

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Golda

24 days ago

B: Yeah, I agree. Adding the related Contact's Entitlement related list to the Case Lightning Record Page seems like the best solution.

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Jose

1 months ago

A: Option A sounds good, but I think Option B might be more relevant in this case.

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Marlon

2 months ago

Option C seems like a good choice. The Account's Entitlement will tell us if the customer is covered for support, no more accidentally helping the ineligible ones!

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