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If a customer contacts support about a new issue while an agent is already assisting them with an ongoing case, what should be done?
If a customer contacts support about a new issue while an agent is already assisting them with an ongoing case, what should be done?
- The new issue should be treated as a separate case and not marked as a duplicate. (correct)
- The agent should ignore the new issue and continue working on the ongoing case.
- The agent should mark the new case as a duplicate of the ongoing case.
- The agent should close the ongoing case and start a new case for the new issue.
If an agent discovers that another agent has made more progress on a more recent case for the same issue, what should be done?
If an agent discovers that another agent has made more progress on a more recent case for the same issue, what should be done?
- The agent should consult with the other agent and decide which case to work on.
- The agent should continue working on their case and ignore the more recent case.
- The agent should mark their case as a duplicate of the more recent case. (correct)
- The agent should close their case and start a new case based on the more recent case.
If a case is being handled by a Tier 2 (T2) agent, what should be done with other cases related to the same issue?
If a case is being handled by a Tier 2 (T2) agent, what should be done with other cases related to the same issue?
- The other cases should be escalated to the T2 agent to be handled together.
- The T2 agent's case should be marked as a duplicate of the other cases.
- The other cases should be marked as duplicates of the case handled by the T2 agent. (correct)
- All cases should be treated as separate and handled independently.
If two different creators report the same issue for the same channel, should their cases be duplicated?
If two different creators report the same issue for the same channel, should their cases be duplicated?
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If a creator reports the same issue in multiple languages, what should be done with the cases?
If a creator reports the same issue in multiple languages, what should be done with the cases?
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