AI-201 · Question #51
Which element in the Omni-Channel Flow should be used to connect the flow with the agent?
The correct answer is A. Route Work Action. The 'Route Work' action element in an Omni-Channel Flow is the specific element used to direct a work item (such as a chat or case) to an Agentforce agent. It accepts routing configuration including the target agent, skill requirements, and queue logic, and it is the…
Question
Which element in the Omni-Channel Flow should be used to connect the flow with the agent?
Options
- ARoute Work Action
- BAssignment
- CDecision
How the community answered
(42 responses)- A90% (38)
- B7% (3)
- C2% (1)
Explanation
The 'Route Work' action element in an Omni-Channel Flow is the specific element used to direct a work item (such as a chat or case) to an Agentforce agent. It accepts routing configuration including the target agent, skill requirements, and queue logic, and it is the integration point between the Omni-Channel routing layer and the agent runtime. Option B ('Assignment') is a general flow element used to set variable values - it has no routing or agent-connection capability. Option C ('Decision') is a branching element that evaluates conditions to split flow paths - it does not route work or connect to an agent. Only 'Route Work' performs the actual handoff to the agent.
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