Exit CRT-251 Salesforce Certified Sales Cloud Consultant (Sales-Con-201)
Question 5 of 5
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Q5 Multiple choice

A company has these requirements for dealing with Cases:

- Handled efficiently and by the right agents

- Distributing the load so that agents do NOT have to manually select the next Case to work

Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

Select all that apply.

  • A

    Route to agents with the most cases closed for that topic.

  • B

    Route to agents staffing the assigned overflow queues.

  • C

    Route to agents with the least amount of active assigned work.

  • D

    Route to agents with the most capacity to take on new work.

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