CIS-CSM: Certified Implementation Specialist - Customer Service Management

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QuestionQ235

VerifiedCustomer Service Management System Setup and Configuration

What is the state of a case after a customer rejects a solution proposed by an agent?

Explanation

When a customer rejects a case resolution that an agent proposed, the case is not closed; it reverts to the Open state, allowing the agent to continue working the case and propose an alternative solution.

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