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Knowledge Certification

Ensure agents maintain expertise through regular knowledge assessments including certification programs by topic, adaptive testing, certification expiration and renewal, badge and credential system, and certification-based ticket routing. Use when creating agent certification programs, managing knowledge assessments, tracking agent certifications, routing tickets to certified agents, or designing certification curricula. Triggers on phrases like "agent certification", "knowledge assessment", "certification program", "skill certification", "agent credentials", "certification-based routing", "knowledge test", "agent qualification".