CRT-261 Exam Dumps | Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower

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Question 19/84

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?

A. Skills-Based Routing

B. Capacity Model

C. Secondary Routing Priority

Correct Answer: C

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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