CRT-261 Exam Dumps | Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case,

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Question 11/95

Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.
What should a consultant recommend?

A. Change the Run Apex As User to a service agent profile.

B. In Inbound Setting, set Enable Case Reopen to 3 days.

C. Establish Duplicate Rules to find similar cases.

D. Configure a Macro to close the duplicate case

Correct Answer: B

This is the recommended solution to prevent duplicate cases when a customer makes a new social post after closing a case. In Inbound Settings, there is an option to enable case reopen, which allows a closed case to be reopened when a customer replies on the same social network within a specified number of days. Setting this option to 3 days means that if a customer posts a new comment on Facebook or Twitter within 3 days of closing a case, the original case will be reopened instead of creating a new one. Verified References: : Enable Case Reopen

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