Which solution should a consultant recommend to meet the requirements?

Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer’s preferred language and have the right knowledge to solve the issue.

Which solution should a consultant recommend to meet the requirements?
A . Configure Omni-Channel Skills-based Routing.
B . Configure Case Assignment rule and Omni-Channel Supervisor.
C . Configure Omni-Channel Queue-Based Routing.

View Answer

Answer: A

Explanation:

To meet the requirement of routing cases based on language proficiency and knowledge area, Omni-Channel Skills-based Routing is the best solution. Skills-based routing allows cases to be directed to agents who possess the specific skills required to handle the case, such as language fluency and product expertise, ensuring efficient and effective case resolution.