Learning Objectives
After completing this unit, you'll be able to:
- Explain case swarming.
- Describe how answers become knowledge.
Swarm a Case
Swarming means bringing experts to the case instead of passing the case down a tier list. The agent stays with the customer while experts help in the channel.
Capture the Answer
When the swarm solves the case, turn the answer into a knowledge article so the next agent, or the next AI agent, can answer it alone.
Tip
Pin the final answer in the channel before you close it. It makes the article easy to write.
Quiz
To complete this unit, you need to answer all the quiz questions correctly.
+100 Points
1What is swarming?
2What should happen after a swarm solves a case?