CRT-261 · Question #131
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…
The correct answer is B. Add the related Contact's Entitlement related list to the Case Lightning Record Page. To prevent agents from responding to cases from customers who are ineligible for support, adding the related Contact's Entitlement related list to the Case Lightning Record Page is recommended. This allows agents to quickly verify the customer's entitlement to support before…
Question
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?
Options
- 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.
How the community answered
(41 responses)- A20% (8)
- B73% (30)
- C7% (3)
Explanation
To prevent agents from responding to cases from customers who are ineligible for support, adding the related Contact's Entitlement related list to the Case Lightning Record Page is recommended. This allows agents to quickly verify the customer's entitlement to support before proceeding with case resolution, ensuring compliance with support policies.
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