Câu 77: Salesforce Certified Advanced Administrator

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?

1. A. Assignment rules are triggered when Omni-Channel routing routes a work item to an agent and the agent accepts the work.
2. B. The least active routing model looks for the agent who has the largest maximum work capacity.
3. C. Assignment rules are triggered when an agent accepts the work and edits and saves the work. — đáp án hiện tại
4. 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.