Certified Implementation Specialist - Customer Service Management

Agents and managers cannot create knowledge articles from Community questions. This task requires the knowledge harvester role or other specific roles that community administrators and moderators possess. Without these roles, agents and managers are restricted from creating knowledge articles from community questions.

Information about a customer’s service contract is not typically found in the Knowledge base. The Knowledge base is generally used to store articles, FAQs, and documentation to help users solve issues or understand processes, whereas service contract details would be stored in a customer management or service contract-specific system.

Agents can create a case from the Customer Service Application, as it provides the necessary tools and interface for case creation. Additionally, agents can create cases from an Account, which is considered an associated entity within the system that often requires case management. Finally, Chat sessions are also valid points of case creation, providing real-time interaction capabilities that can lead to the opening of a new case. These three options cover diverse methods through which agents can initiate case management effectively.

Matching rules are generally based on two key conditions. First, they identify the specific attributes of a case, such as the type of issue or request being made. Second, they determine the agent resources best suited to work on the case, taking into account the skills, availability, or workload of the agents. Therefore, the conditions that matching rules are based on include the specific case attributes and the suitability of agent resources for handling those cases.

Matching rules enhance assignment capability by providing dynamic matching of cases to groups or individuals. This means that matching rules use various criteria, such as skills, availability, and other characteristics to find the best match for case assignments. Unlike a static matching system, dynamic matching considers different factors and makes real-time adjustments to ensure optimal assignment outcomes.