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Exam Certified Business Analyst topic 1 question 146 discussion

Actual exam question from Salesforce's Certified Business Analyst
Question #: 146
Topic #: 1
[All Certified Business Analyst Questions]

A business analyst (BA) discovers that Universal Containers (UC) has automated case assignments in Service Cloud. UC uses case assignment rules to route cases to a predefined team. The UC leadership team wants to improve how cases are routed.

What should the BA recommend to help UC resolve a common obstacle?

  • A. Minimize case escalations to reduce time to resolution.
  • B. Document the current case assignment process.
  • C. Migrate from case assignment rules to Omni-Channel.
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Suggested Answer: B 🗳️
by sfreesway at Jan. 15, 2024, 3:25 p.m.

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sfreesway
10 months, 1 week ago
Selected Answer: B
You cant make sweeping changes without documenting the initial process first - may not even need to go to omnichannel the existing rules may just need a tweak to work better etc
upvoted 3 times
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