Pegasystems
PEGAPCSSA80V1_2019 · Question #55
Your team is building an application for a contact center that handles a variety of customer requests. Business policies require that each customer interaction be conducted with the most appropriate…
The correct answer is B. Use a ToWorkbasket router and Pega's Get Next Work functionality. See the full explanation below for the reasoning.
Question
Your team is building an application for a contact center that handles a variety of customer requests. Business policies require that each customer interaction be conducted with the most appropriate next available Customer Service Representative (CSR). What is the best way to implement this requirement?
Options
- AUse a ToLeveledGroup router and Pega's Get Next Work functionality
- BUse a ToWorkbasket router and Pega's Get Next Work functionality
- CUse a ToWorklist router and Pega's Get Next Work functionality
- DUse a ToWorkGroup router and Pega's Get Next Work functionality
How the community answered
(61 responses)- A15% (9)
- B77% (47)
- C5% (3)
- D3% (2)
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