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By Salesforce · Question Mode

QuestionQ115

Case Management

Cloud Kicks service agents often receive duplicate cases from the same customers across different channels. Management wants to give service agents a way to manage duplicates and delete one of the cases.

Which action should a consultant recommend?

  • A Set up duplicate rules on Case.
  • B Enable Case Merge.
  • C Create an autolaunched Flow.
Explanation

Salesforce Case Merge lets support reps combine duplicate cases into one primary case. Administrators can configure Case Merge to delete the duplicate cases after merging, allowing agents to resolve duplicate records without custom automation.

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