Check your knowledge

1.

You have recently taken a call from an existing customer and want to create a new case record for them. You want to ensure that the case record is opened in a new session. What do you do?

Select the New Case button on the My Active Cases subgrid

Press the Shift key while selecting the New Case button on the My Active Cases subgrid

Press the Ctrl key while selecting the New Case button on the My Active Cases subgrid

Select the New Case button on the Cases Available to Work On subgrid

2.

As you are reviewing the Cases Available to Work On subgrid, you identify a case that you want to work on. Which option do you select to work on the case?

Work

Release

Pick

Queue Item Details

3.

Which of the following features, that can be displayed on the Productivity pane, could provide agents with AI-based recommendations of cases that might be similar to the one that they are working on?

Smart Assist

Agent scripts

Knowledge search

Macros

Answer the following questions to see what you've learned.

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