Salesforce Certified Service Cloud Consultant — Question 56

Cloud Kicks is preparing to deploy Omni-Channel Routing to dispatch work items to service agents. The Head of Service wants to know what should be done during high-volume incidents where over 200,000 cases are opened.

What should a consultant recommend as a solution?

Answer options

• A. Use a Most Available Routing Model which will assign to the agent that will be available next.
• B. Set Work Item Size to Percentage of Capacity to only consume part of an agent's availability.
• C. Configure an Overflow Assignee with a user or queue outside the routing configuration.
• D. Use a Least Active Routing Model which will assign to the agent that is the least over capacity.

Correct answer: C

Explanation

The correct answer is C because configuring an Overflow Assignee allows for additional resources to handle the high volume of cases effectively. Options A and D focus on routing strategies that may not adequately address the overflow situation, while option B limits the workload of agents without providing a solution for the excess cases.