CRT-261 Exam Dumps | Universal Containers wants to be able to assign cases based on the same criteria they use for chat .

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Question 30/95

Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?

A. Chat Queue-based routing

B. Case Skills-based Assignment Rules

C. Omni-channel Queue-based routing

D. Omni-channel Skills-based routing

Correct Answer: C

Omni-channel Queue-based routing is a feature that can enable Universal Containers to assign cases based on the same criteria they use for chat. Omni-channel Queue-based routing allows administrators to define routing configurations and rules that determine how work items, such as cases and chats, are routed to agents based on criteria such as availability, capacity, and skills. Verified References: : https://help.salesforce.com/s
/articleView?id=sf.omnichannel_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
omnichannel_queue_based_routing.htm&type=5

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