An Administrator at DreamHouse Realty wants an easier way to assign an agent capacity and skill set. Which feature should the administrator enable to meet this requirement?

Question

Options

• AKnowledge Management.
• BOmni-Channel
• CEscalation Rules
• DTerritory Management

• B
  89% (31)
• C
  9% (3)
• D
  3% (1)

Explanation

Omni-Channel is Salesforce's unified routing and workload management tool that allows administrators to define agent capacity (maximum number of simultaneous work items an agent can handle) and assign skills to agents for skills-based routing. Work items such as cases, chats, or leads are automatically routed to agents who have the required skills and available capacity. Option A (Knowledge Management) is for creating and managing help articles. Option C (Escalation Rules) automatically escalate cases after a set time but do not manage agent capacity or skills. Option D (Territory Management) organizes accounts and opportunities into sales territories and is unrelated to agent routing.

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