Question

What actions are available to the agent when a case is in the New state?

A) Resolve, Close, Reassign
B) Assign, Escalate, Reopen
C) Only View and Comment
D) Delete, Merge, Escalate

Answer 1

The actions available to the agent when a case is in the New state are Assign, Escalate, and Reopen.

Step-by-step explanation:

When a case is in the New state, the actions available to the agent are Assign, Escalate, and Reopen (Option B). The agent can assign the case to another person or team, escalate it to a higher level of support, or reopen it if it was previously closed.