Exam Certified Advanced Administrator topic 1 question 77 discussion

Not AC - because it is automation rules that run after the work item is saved by the agent. The options says Assignment Rules and Not Automation rules. B - is the definition for Most available. So this option is out. Answer D : But what if there’s a tie between two or more agents? In that case, Omni-Channel routes the work to the agent who received a work item the longest ago https://help.salesforce.com/s/articleView?id=sf.omnichannel_routing.htm&type=5

As the link on the given answer explains: "Automation rules, such as assignment, auto-response, escalation, and workflow rules, AREN'T triggered when Omni-Channel routes a work item to an agent and the agent accepts the work. When an agent accepts the work and then edits and saves the work item record, automation rules ARE triggered.'

A. Assignment rules are triggered when Omni-Channel routing routes a work item to an agent and the agent accepts the work. This statement is correct. When a work item is routed to an agent using Omni-Channel routing, it is first evaluated against any active assignment rules to determine which agent or queue should receive the work. Once the work item is routed to an agent and the agent accepts the work, the assignment rule is triggered.