Q: 12
[Case Management] Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line. How should a consultant accomplish this?
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Discussion
B . Omni-Channel with prioritized queues seems like the way to manage both urgency and product line for case routing, especially if you're thinking of real-time assignments. I think Web-to-Case is more limited for this use case. Open to being corrected though!
B
A, saw something like this in a mock test. Standard Web-to-Case collects structured data and works well with assignment rules.
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