Exam Service-Cloud-Consultant Topic 2 Question 150 Discussion

Actual exam question for Salesforce's Service-Cloud-Consultant exam
Question #: 150
Topic #: 2
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?

Suggested Answer: B Vote an answer

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

by Jonathan at Apr 11, 2024, 06:09 PM

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