CRT-261 Exam Dumps | Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels

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Question 26/95

Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?

A. Enable Case Merge.

B. Create an auto-launched flow.

C. Configuration a blocking duplicate rule

D. Set a validation rule

Correct Answer: A

Case Merge is a native feature that allows agents to merge up to three duplicate cases into one master case, and delete the other cases. Case Merge preserves the case history, comments, attachments, and related records of all the merged cases. Case Merge can be enabled from Setup > Case Merge Settings. Verified References: :
Merge Duplicate Cases in Lightning Experience

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