CRT-261 · Question #42
Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right knowledge to…
The correct answer is A. Configure Omni-Channel Skills-based Routing. To meet the requirement of routing cases based on language proficiency and knowledge area, Omni- Channel Skills-based Routing is the best solution. Skills-based routing allows cases to be directed to agents who possess the specific skills required to handle the case, such as…
Question
Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue. Which solution should a consultant recommend to meet the requirements?
Options
- AConfigure Omni-Channel Skills-based Routing.
- BConfigure Case Assignment rule and Omni-Channel Supervisor.
- CConfigure Omni-Channel Queue-Based Routing.
How the community answered
(51 responses)- A78% (40)
- B8% (4)
- C14% (7)
Explanation
To meet the requirement of routing cases based on language proficiency and knowledge area, Omni- Channel Skills-based Routing is the best solution. Skills-based routing allows cases to be directed to agents who possess the specific skills required to handle the case, such as language fluency and product expertise, ensuring efficient and effective case resolution.
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