Which actions should you choose?

HOTSPOT

You need to choose the appropriate actions when using the knowledge base.

Which actions should you choose? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

View Answer

Answer:

Explanation:

Box 1: Email the knowledge base article to the customer

Support representatives must use the knowledge base first to try to solve issues. The knowledge base article that is used to resolve a case must always be sent to the customer.

Box 2: Link to resolved case

Support representatives must be able to reference the knowledge base when it is used to resolve the case.

Box 3: Create a knowledge base article

If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.