Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.

What should the consultant recommend to address this problem
A . Configure Case Assignment Rules to use Queues.
B . Configure Omni-Channel Routing Model as Most Available.
C . Configure Case Assignment Rules to use Users.
D . Configure Omni-Channel Routing Model as Least Active.

View Answer

Answer: A

Explanation:

Case assignment rules are used to automatically assign cases to users or queues based on certain criteria, such as case origin, type, priority, or product. Queues are collections of records that can be

accessed by multiple users who share the same job function or skill. By configuring case assignment rules to use queues, the Support Manager can ensure that cases are distributed evenly across the team and that agents can work on the cases that match their expertise or availability.

Verified Reference:

Service Cloud Consultant Certification Guide & Tips, Set Up Case Assignment Rules, Set Up Queues