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Agents and managers cannot create knowledge articles from Community questions.
See the explanation below.
The ownership group for this knowledge article. An ownership group consists of a group of members and a
manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups
can publish, edit, and retire knowledge articles that they are associated with.
Information about a customer's service contract is found in Knowledge.
See the explanation below.
customer-service-management/concept/c_ContractsAndEntitlements.html
From what places in SN can an agent create a case? (Choose three.)
See the explanation below.
customer-service-management/reference/r_CustomerServiceCaseForm.htmlc
What are the conditions that matching rules are based on? (Choose two.)
See the explanation below.
customer-service-management/concept/c_CaseRouting.html
Matching rules enhance assignment capability by ____________________.
See the explanation below.
customer-service-management/concept/c_CaseRouting.html
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