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Exam Certified Service Cloud Consultant topic 1 question 146 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 146
Topic #: 1
[All Certified Service Cloud Consultant Questions]

Cloud Kicks is preparing to deploy Omni-Channel Routing to dispatch work items to service agents. The Head of Service wants to know what should be done during high-volume incidents where over 200,000 cases are opened.

What should a consultant recommend as a solution?

  • A. Use a Most Available Routing Model which will assign to the agent that will be available next.
  • B. Set Work Item Size to Percentage of Capacity to only consume part of an agent's availability.
  • C. Configure an Overflow Assignee with a user or queue outside the routing configuration.
  • D. Use a Least Active Routing Model which will assign to the agent that is the least over capacity.
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Suggested Answer: C 🗳️
by lbvb at Dec. 14, 2023, 7:30 p.m.

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Robe77
7 months, 3 weeks ago
Selected Answer: C
When Omni-Channel agents are online and see an error "LIMIT_EXCEEDED, limit exceeded", it is possible that the queue has hit the maximum limit of 200000 records. Please define the Overflow Assignee in the routing configuration so that when the limit is hit, new records get assigned to specific Queue/User to avoid the error. https://help.salesforce.com/s/articleView?id=000387976&type=1
upvoted 1 times
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lbvb
11 months, 1 week ago
It should be B https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_status_based_capacity.htm&release=226&type=5
upvoted 3 times
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