Salesforce Certified Advanced Administrator — Question 64

Universal Containers wants to use the Omni-Channel routing feature in Service Cloud. They are using assignment rules and want to ensure that the routing chosen meets the requirements.
What should an administrator take into consideration before implementation?

Answer options

• A. Assignment rules are triggered when Omni-Channel routing routes a work item to an agent and the agent accepts the work.
• B. The least active routing model looks for the agent who has the largest maximum work capacity.
• C. Assignment rules are triggered when an agent accepts the work and edits and saves the work.
• D. If there is a tie in the Omni-Channel routing logic, Omni-Channel routes the work to the agent who most recently received a work item.

Correct answer: C

Explanation

Option C is correct because assignment rules are indeed triggered when an agent accepts a work item, edits it, and saves it. Option A is incorrect as assignment rules do not trigger merely upon acceptance; they require further action. Option B is wrong because the least active routing model focuses on agent availability rather than maximum work capacity. Option D is also incorrect because it misrepresents how ties are resolved in the Omni-Channel routing process.