Which term describes inviting another AC into a case?

Which term describes inviting another AC into a case?

• A. Case replication
• B. Case closure
• C. Case escalation
• D. Case auditing

Answer: (A)

Sharing or duplicating a case to allow another AC to participate is what case replication describes. By creating a copy or parallel instance of the case, the second AC gains access to the full history, notes, attachments, and context, so they can contribute without disrupting the original record. This is different from escalating a case to a higher-level agent, which moves the case up the chain rather than duplicating it for collaboration, or from closing a case, which ends it, or from auditing a case, which is a subsequent review. So replication specifically covers inviting another AC into the workflow by making the case accessible to them.

Sharing or duplicating a case to allow another AC to participate is what case replication describes. By creating a copy or parallel instance of the case, the second AC gains access to the full history, notes, attachments, and context, so they can contribute without disrupting the original record. This is different from escalating a case to a higher-level agent, which moves the case up the chain rather than duplicating it for collaboration, or from closing a case, which ends it, or from auditing a case, which is a subsequent review. So replication specifically covers inviting another AC into the workflow by making the case accessible to them.