Resolving a Case

AB.

The correct answers to the question are A. Email articles to a customer and B. Create an article upon closing a case.

A. Email articles to a customer: When resolving a case, an agent can email articles to a customer to provide them with additional information or resources that may help them in the future. The agent can choose from a list of suggested articles or search for specific articles to send to the customer. This feature helps to improve customer satisfaction by providing them with the information they need to resolve their issue.

B. Create an article upon closing a case: When resolving a case, an agent can create an article to document the resolution of the issue. This article can be used as a knowledge base article to help other agents who may encounter similar issues in the future. The article can also be used to train new agents or provide information to customers who may encounter similar issues in the future. This feature helps to improve the efficiency of the support team by enabling them to capture and share knowledge effectively.

C. Assign data categories to a case: Assigning data categories to a case is not something an agent can do when resolving a case. Data categories are used to classify cases and articles so that they can be easily searched and organized. Data categories can be assigned by agents or automated processes, but this is typically done when a case is created or updated, not when it is resolved.

D. Attach only one article to a case: When resolving a case, an agent can attach multiple articles to the case if necessary. This allows them to provide the customer with a variety of resources and information to help them resolve their issue. Therefore, this answer is not correct as agents can attach multiple articles to a case.

In summary, when resolving a case, agents can email articles to a customer and create an article upon closing a case.