AP-226 · Question #110
Your scenario involves routing calls based on language spoken. Which feature facilitates this?
The correct answer is B. Omni-Channel routing with skill mapping based on agent language proficiency. Omni-Channel routing with skill mapping based on agent language proficiency is the most effective feature for routing calls based on the language spoken. This feature allows calls to be directed to agents who are proficient in the language required by the caller, ensuring…
Question
Your scenario involves routing calls based on language spoken. Which feature facilitates this?
Options
- ACustom Apex code defining language detection and routing logic.
- BOmni-Channel routing with skill mapping based on agent language proficiency.
- CPhone Numbers configured with specific languages and automatic call routing.
- DIntegrated Speech-to-Text (STT) and language identification tools for real-time routing.
How the community answered
(36 responses)- A3% (1)
- B83% (30)
- C8% (3)
- D6% (2)
Explanation
Omni-Channel routing with skill mapping based on agent language proficiency is the most effective feature for routing calls based on the language spoken. This feature allows calls to be directed to agents who are proficient in the language required by the caller, ensuring effective communication and enhancing customer satisfaction. https://help.salesforce.com/articleView?id=sf.omnichannel_skills_based_routing_setup.htm
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