CRT-261 · Question #96
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage…
The correct answer is C. Secondary Routing Priority. To address the issue of high-priority cases exceeding service deadlines, configuring Secondary Routing Priority in Omni-Channel is recommended. This setting allows prioritization of high- priority work items, ensuring they are routed and addressed by agents promptly, in…
Question
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline. Which setting should a consultant configure to meet the requirements?
Options
- ASkills-Based Routing
- BCapacity Model
- CSecondary Routing Priority
How the community answered
(17 responses)- A12% (2)
- B6% (1)
- C82% (14)
Explanation
To address the issue of high-priority cases exceeding service deadlines, configuring Secondary Routing Priority in Omni-Channel is recommended. This setting allows prioritization of high- priority work items, ensuring they are routed and addressed by agents promptly, in alignment with SLA commitments.
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