AP-226 Question #180: Real Exam Question with Answer & Explanation

To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types: 1. Omni-Channel Flow: ●This is the primary type used to route the conversation from the bot to the queue. ●The consultant can build a flow with a specific action to "Route Work Item." ●This action allows you to specify the target queue where the conversation will be directed. 2. Dialog: (Optional) ●While not required for basic transfers, dialogs can be used to enhance the user experience during the transfer process. ●For example, the consultant can create a dialog that informs the customer about the need to transfer the conversation to a live agent and provides estimated wait times. ●Additionally, the dialog can collect any necessary information from the customer before transferring the case to the queue. A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud. Which tool should the consultant use?