Customer service agents create cases, interact with customers, and work to resolve questions and issues. Agents have a number of tools that they can use to resolve and close cases.

Table 1. Agent tasks

Topic	Description
Work with cases	Create a customer service case Create a customer service case of a specific type Assign a customer service case Resolve cases with knowledge and community content Update a special handling note Close a customer service case
Work with case tasks and case-related records	Create a task for a customer service case Create a case task of a specific type for a customer service case Create a work order for a customer service case Create a request on behalf of a customer or consumer
Respond to customers	Use the Activity Stream Respond to a case using an email quick message Initiate a conference call from a case