5 Questions
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.
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 mark their case as a duplicate of 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?
The other cases should be marked as duplicates of the case handled by the T2 agent.
If two different creators report the same issue for the same channel, should their cases be duplicated?
No, the cases should be treated separately and handled independently.
If a creator reports the same issue in multiple languages, what should be done with the cases?
The cases should be marked as duplicates of each other.
Learn about how to identify and manage duplicate records in order to streamline your workflow. Understand when to mark a case as a duplicate and how to handle related cases effectively.
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