The problems caused by duplicates
Duplicate cases in Salesforce can occur in several ways, including customers contacting your business about the same issue through multiple channels (web, email, phone, chat, etc).
Duplicate cases pose challenges for customer service teams:
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Multiple agents waste time working on the same issue.
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Agents get frustrated searching multiple case records to find customer information.
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Team metrics like response time, case volume, and resolution rate are impacted.
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Customers receive slower or inconsistent service, opening even more duplicate cases.
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Salesforce Administrators are bombarded with data quality issues and requests.
