Service-Cloud-Consultant Exam Dumps | Universal Containers (UC) recently expanded sales to Mexico and Canada, UC wants Omni-Channel to route

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Question 15

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Question 15/117

Universal Containers (UC) recently expanded sales to Mexico and Canada, UC wants Omni-Channel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue.
Which solution should a consultant recommend to meet the requirements?

A. Configure Omni-Channel Skills-Based Routing.

B. Configure Case Assignment rule and Omni-Channel Supervisor.

C. Configure Omni-Channel Queve-Based Routing.

Correct Answer: A

For Universal Containers to efficiently route cases based on language proficiency and subject matter expertise, Skills-Based Routing in Omni-Channel is the optimal solution. This configuration allows administrators to define specific skills, such as language proficiency or technical knowledge, and assign them to agents. Cases can then be automatically routed to agents who possess the required skills to address the customer's needs, ensuring effective communication and resolution.

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