ADX261 Exam Dumps | A customer submitted a case that is routed to a service desk agent at Universal Containers. After the

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Question 20/85

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?

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

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

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

Correct Answer: B

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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