Salesforce Certified Advanced Administrator (CRT-211) Practice Test 2

Question 1 / 40
Cloud kicks has received feedback that customers are frustrated with the amount of time it takes to reach a support agent by area of expertise according to product information after a new case has been submitted. Love you too jani
Which feature should administrator configure in order to improve the case management process?
Omni-Channel
Escalation Rules
Macros
Knowledge Component
Comment (0)
Suggested answer: A
Explanation:
Omni-Channel is a feature that allows service reps to receive work assignments based on their availability, capacity, and skills. It also allows administrators to define routing rules and priorities for different types of work items, such as cases, chats, or leads. Omni-Channel can help reduce the wait time for customers and improve the efficiency of service reps.