What should a consultant recommend to modify the Case Assignment rules?

Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case

manager’s knowledge of the products related to the case.

What should a consultant recommend to modify the Case Assignment rules?
A . Implement Einstein Article Recommendations.
B . Implement Skills-Based Routing.
C . Implement Queue-Based Routing

View Answer

Answer: B

Explanation:

Skills-Based Routing is an advanced feature in Salesforce Service Cloud that directs cases to the most qualified case managers based on their skills and expertise. By implementing Skills-Based Routing, Universal Containers can ensure that cases are assigned to case managers with the appropriate product knowledge, improving case resolution efficiency and quality. This method optimizes resource allocation and enhances customer satisfaction by matching cases with the best-suited case managers.