Exam Service-Cloud-Consultant Topic 5 Question 9 Discussion

Actual exam question for Salesforce's Service-Cloud-Consultant exam
Question #: 9
Topic #: 5
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.

Suggested Answer: D Vote an answer

Explanation
This is the recommended solution to handle high volume incidents where over 200,000 cases are opened. An Overflow Assignee is an option that can be configured in Omni-Channel Routing Configurations, which allows CK to specify a user or queue that will receive work items when the routing configuration reaches its maximum capacity. An Overflow Assignee can help CK distribute the workload and avoid losing work items during peak periods. Verified References: : Overflow Assignee

by Meredith at Jan 22, 2024, 04:12 PM

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