Salesforce Exam CRT-261 Topic 18 Question 64 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 64
Topic #: 18

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.

AUse a Most Aavailable Routing Model which will assign to the agent that be available next.

BSet Work Item Size Percentage of Capacity to only consume part of an agent's availability.

CConfigure an Overflow Assignee with a user or queue outside the routing configuration.

DUse a Least Active Routing Model which will assign to the agent that is the least over capacity.

Show Suggested Answer

Suggested Answer: B

by Raylene at Oct 17, 2023, 02:58 AM

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