Universal Containers would like to route a service agent conversation to a human agent queue. Which tool connects the service agent to the human agent queue for escalation?

The correct answer is A. Outbound Omni-Channel Flow. An Outbound Omni-Channel Flow is the mechanism that transfers an active AI agent conversation into Salesforce Omni-Channel routing so it can be assigned to a human agent queue. It can pass along conversation context (transcript, case ID, contact info) to the receiving agent…

Case Management and Workflow Automation

Question

Options

AOutbound Omni-Channel Flow
BScreen Flow
CPrompt Flow

How the community answered

(54 responses)

A
89% (48)
B
4% (2)
C
7% (4)

Explanation

An Outbound Omni-Channel Flow is the mechanism that transfers an active AI agent conversation into Salesforce Omni-Channel routing so it can be assigned to a human agent queue. It can pass along conversation context (transcript, case ID, contact info) to the receiving agent. Screen Flows are used to collect information from users through a guided UI interface and do not manage routing between agent types. Prompt Flow is a flow type used within Prompt Builder to orchestrate how prompts are built and executed - it has no role in conversation routing or Omni-Channel escalation.

Topics

#Omni-Channel Flows#Service Cloud Routing#Escalation Management#Workflow Automation

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