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Exit VCEDump CIS-CSM Certified Implementation Specialist - Customer Service Management

Q5 Single choice

As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case.

Which action is required to create the knowledge gap?

A
Document the knowledge gap in the case work notes and escalate the case
B
Post a question in one of the various Customer Service Management knowledge bases
C
Use Related Links on the case form to report a knowledge gap
D
Use the Create Knowledge button on the case form to report a knowledge gap

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