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…

The correct answer is A. Enable Case Merge. 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

Case Management

Question

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?

Options

AEnable Case Merge.
BSet up duplicate rules on Case.
CCreate an autolaunched Flow,

How the community answered

(32 responses)

A
84% (27)
B
6% (2)
C
9% (3)

Explanation

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

Topics

#Case Merge#duplicate cases#multichannel duplicates#case management

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