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Which record type tracks a customer issue from creation through resolution?
Queue
Case
Entitlement
Knowledge article
Which AI agent helps create, update, resolve, and close cases?
Customer Intent Agent
Quality Evaluation Agent
Case Management Agent
Customer Knowledge Management Agent
Which statement best describes a modern customer service journey?
Customers must use digital self-service before they can contact a representative.
Each support channel should maintain separate customer information.
The journey ends as soon as a representative resolves the case.
Customers can move across service channels while the organization maintains context throughout the journey.
You must answer all questions before checking your work.
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