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Question 18 - Certified Advanced Administrator (CRT-211) discussion
AW Computing has a 4-hour SLA in its support guarantee. The company recently received feed that customers art reporting long wait times before an agent responds to a new case after it has been submitted.
How should an administrator ensure cases are properly prioritized?
A.
Auto-Response Rules
B.
Escalation Rules
C.
Assignment Rules
D.
Workflow Rules
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