Salesforce Certified Agentforce Specialist — Question 20

Which element in the Omni-Channel flow should be used to connect the flow with the agent?

Answer options

• A. Decision
• B. Route Work Action
• C. Assignment

Correct answer: B

Explanation

The correct answer is B, Route Work Action, as it is specifically designed to direct work to agents in an Omni-Channel environment. Options A and C do not serve the purpose of connecting the flow to an agent; instead, they are used for decision-making and task assignment, respectively.