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The customer support team at Northern Trail Outfitters manages and maintains customer service cases using Service Cloud. The team collaborates with other stakeholders such as the sales, product, and technical support teams to resolve cases using Slack. The team needs to use a MuleSoft Composer flow to automatically trigger when a case is created or modified in Service Cloud with notifications in Slack. Based on these specific case requirements, the team routes the cases to the sales, product, or the technical support team. What flow component must the customer support team use to route the cases?
Correct Answer: C
To route cases based on specific criteria to different teams (sales, product, or technical support) using MuleSoft Composer, the Switch/Case component is the most appropriate choice: Create a MuleSoft Composer Flow: Start by creating a flow in MuleSoft Composer that triggers when a case is created or modified in Service Cloud. Use the Switch/Case Component: Add a Switch/Case component to the flow. This component allows you to define multiple conditions and route the flow based on these conditions. Define the different case routing criteria (e.g., case type, priority) within the Switch/Case component. For each case, specify the condition that determines which team the case should be routed to. Configure Notifications in Slack: For each case defined in the Switch/Case component, configure the corresponding actions to send notifications to the appropriate Slack channels. The Switch/Case component enables complex conditional logic, making it ideal for routing cases to different teams based on predefined criteria. Reference: MuleSoft Composer Documentation
