Salesforce
AP-226 · Question #42
AP-226 Question #42: Real Exam Question with Answer & Explanation
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Question
The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?
Options
- AImplement round-robin routing to distribute cases evenly among agents.
- BConfigure skill-based routing with agent profiles mapped to specific languages and specialties.
- CUtilize presence-based routing to connect available agents regardless of expertise.
- DEmphasize case escalation based on SLA breaches and time to resolution.
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