Final answer:
In a CRM system, an agent can usually see multiple components on a case form like Case Details, Attachments, Customer Information, Agent Notes, Resolution History, Linked Knowledge Articles, and Entire Case History.
Step-by-step explanation:
In customer relationship management (CRM) systems that agents use, an agent can typically see various components on a case form. The aspects they could view often include:
- Case Details: Information regarding the specifics of a case, including the issue that needs resolution.
- Attachments: Any files or documents provided by the customer or agent to support the case.
- Customer Information: Data related to the customer, such as name, contact details, and customer history.
- Agent Notes: Observations or remarks made by the agent handling the case, which might not be visible to the customer.
- Resolution History: Records of past actions taken to resolve the issue, including any changes made to the case status.
- Linked Knowledge Articles: Articles from the company's knowledge base that are relevant to the case or issue at hand.
- Entire Case History: A comprehensive record of all interactions, notes, changes, and resolutions linked to the case.
Therefore, the correct answer would be that an agent can see components like Case Details, Attachments, Customer Information, Agent Notes, Resolution History, Linked Knowledge Articles, and Entire Case History on a case form.