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Exam Certified Advanced Administrator topic 1 question 215 discussion

Actual exam question from Salesforce's Certified Advanced Administrator
Question #: 215
Topic #: 1
[All Certified Advanced Administrator Questions]

Cloud Kicks has received feedback that customers are frustrated with the amount of time it takes to reach a support agent by area of expertise according to product information after a new case has been submitted.

Which feature should the administrator configure in order to improve the case management process?

  • A. Escalation Rules
  • B. Macros
  • C. Omni-Channel
  • D. Knowledge Component
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Suggested Answer: A 🗳️
by tMana at March 28, 2023, 9:47 p.m.

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tMana
4 months, 3 weeks ago
The feature that the administrator should configure to improve the case management process for this scenario is Omni-Channel. Omni-Channel allows cases to be routed to the most appropriate agent based on their area of expertise. This can help reduce wait times for customers and increase agent efficiency by ensuring that cases are being handled by the agents with the appropriate skillset.
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