Salesforce Certified Advanced Administrator — Question 47

Universal Containers’ Support team is growing globally, and the manager has inquired about implementing Omni-Channel. The team supports multiple products that require complex expertise across multiple languages.

Which routing option should the administrator recommend to ensure the right cases get to the correct agents for resolution?

Answer options

Correct answer: C

Explanation

The correct answer is C, Queue-Based Routing, as it allows cases to be directed to a queue where agents can pick them up based on availability, ensuring that the right cases are handled by the right agents. Skills-Based Routing (A) is more about matching cases to agents based on specific skills rather than just routing to available agents. Translation Workbench (B) is not relevant for routing cases, and Case Assignment Rules (D) do not provide the dynamic flexibility needed for a global team handling various products.