16.单选题( )

Write the triage and routing logic in Topic Instructions using an IF, THEN, ELSE pattern: “Escalate to human service rep if the request is considered severe, otherwise create support case”.

Use absolute keywords like “Always” and “Never” in Topic Instructions to enforce logic, such as “Always escalate when severity is high” and “Never create a support case when severity is high”.

Create a custom variable severityLevel populated by a Triage action. Add filters so the “Escalate to human service rep” action only runs when severityLevel = 'High', and the “Create Support Case” action runs only when severityLevel != 'High'.

答案解析

正确答案：C

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