Salesforce
AP-226 · Question #118
AP-226 Question #118: Real Exam Question with Answer & Explanation
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Question
Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?
Options
- APresence-based routing ensures tasks are assigned only when agents are available.
- BOmni-Channel Presence States help manage which agents are online and ready to take on tasks
- CSkill-based routing leverages agent skill profiles to match them with tasks they are qualified to
- DAll of the above, working together for optimal multi-channel task assignment and routing.
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