Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.
The Most Available routing model in Omni-Channel automatically assigns the next case to the agent with the most remaining capacity, ensuring fair and even workload distribution. It can be combined with skills-based routing so that only agents with the appropriate product specialization receive the case.
Option B (Presence Status) only defines whether an agent is available but doesn’t control assignment logic.
Option C (report) is a performance tracking tool, not a routing mechanism.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide – Interaction Channels Domain.
Salesforce Help: “Configure Routing Models in Omni-Channel.”
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