Câu 61: Salesforce Certified Service Cloud Consultant

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?

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