Certified Service Cloud ConsultantDemo

By Salesforce · Question Mode

QuestionQ306

Service Console

Universal Containers (UC) has decided to use skills-based routing to ensure that service reps are assigned the appropriate work item. UC needs to view the backlog of work grouped by skills in order to reassign reps to the appropriate skill.

What should the Service Cloud Consultant recommend?

  • A Create a custom report type with inline editing.
  • B Use the capabilities within Omni Supervisor.
  • C Configure custom logging and capacity alerts in Omni-Channel flow.
Explanation

Omni Supervisor includes a Skills Backlog view for Omni-Channel skills-based routing. It displays unassigned pending work items and their required skills, enabling supervisors to identify where additional representatives with particular skills are needed and adjust representative assignments.

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