Salesforce Exam CRT-261 Topic 12 Question 95 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 95
Topic #: 12

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?

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

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

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

Show Suggested Answer

Suggested Answer: A

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 work.

by Judy at Feb 12, 2025, 07:14 AM

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Denae

2 days ago

I dunno, maybe just add a big red 'INELIGIBLE' stamp to the Case page? That'll really drive the point home. (Just kidding, option B is probably the best solution.)

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Marlon

7 days ago

Option C seems like a good choice. The Account's Entitlement will tell us if the customer is covered for support, no more accidentally helping the ineligible ones!

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Maia

12 days ago

Hmm, I think option B is the way to go. Checking the related Contact's Entitlement will give us a clear picture of their support eligibility.

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Ezekiel

13 days ago

But wouldn't adding the Contact's Entitlement related list be more specific and prevent ineligible customers from slipping through?

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Hannah

14 days ago

I disagree, I believe the correct answer is C) Add the related Account's Entitlement related list to the Case Lightning Record Page.

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Ezekiel

25 days ago

I think the answer is A) Add the Case's Entitlement related list to the Case Lightning Record Page.

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