Salesforce
AI-201 · Question #184
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?
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Case Management and Workflow Automation
Question
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?
Options
- AOutbound Omni-Channel Flow
- BScreen Flow
- CPrompt Flow
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Topics
#Omni-Channel Flows#Service Cloud Routing#Escalation Management#Workflow Automation