Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.
What should the consultant recommend to decrease case closure time?
Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.
Which solution should a consultant recommend to meet the requirements?
TESTED 18 May 2024
