Salesforce
CRT-211 · Question #253
Cloud kicks has received feedback that customers are frustrated with the amount of time it takes to reach a support agent by area of expertise according to product information after a new case has…
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Sales Cloud and Service Cloud Applications
Question
Cloud kicks has received feedback that customers are frustrated with the amount of time it takes to reach a support agent by area of expertise according to product information after a new case has been submitted. Which feature should administrator configure in order to improve the case management process?
Options
- AOmni-Channel
- BEscalation Rules
- CMacros
- DKnowledge Component
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Topics
#Omni-Channel#case routing#skill-based routing#case management