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Question 176 - Certified Administrator discussion

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An Administrator at DreamHouse Realty wants an easier way to assign an agent capacity and skill set. Which feature should the administrator enable to meet this requirement?

A.
Knowledge Management.
Answers
A.
Knowledge Management.
B.
Omni-Channel
Answers
B.
Omni-Channel
C.
Escalation Rules
Answers
C.
Escalation Rules
D.
Territory Management
Answers
D.
Territory Management
Suggested answer: B

Explanation:

To assign agent capacity and skill set, the administrator should enable Omni-Channel, which is a feature that allows agents to work on multiple cases or chats at once based on their availability and expertise. Omni-Channel can route work items to agents based on their predefined capacity and skills, ensuring that they are working on the right tasks at the right time. Knowledge Management, Escalation Rules, and Territory Management are not related to agent capacity and skill set.

Reference: https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5

asked 23/09/2024
Steven Chong
34 questions
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