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Exam Certified Service Cloud Consultant All Questions

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Exam Certified Service Cloud Consultant topic 1 question 59 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 59
Topic #: 1
[All Certified Service Cloud Consultant Questions]

Universal Containers recently implemented Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem?

  • A. Configure Case Assignment Rules to use Queues.
  • B. Configure Omni-Channel Routing Model as Least Active.
  • C. Configure Case Assignment Rules to use Users.
  • D. Configure Omni-Channel Routing Model as Most Available.
Show Suggested Answer Hide Answer
Suggested Answer: D 🗳️
by blauerlufus at Dec. 18, 2023, 9:43 p.m.

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Barak123
3 months, 2 weeks ago
I also think is B
upvoted 1 times
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blauerlufus
10 months, 3 weeks ago
Selected Answer: B
If it's all about spreading the work evenly without regarding the capacity of the Agents I would go with B. https://help.salesforce.com/s/articleView?id=sf.service_presence_routing_options.htm&type=5
upvoted 2 times
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