Q: 2
[Service Cloud Solution Design]
Universal Containers case managers receive a high volume of new cases daily and would like to
improve efficiency across multiple teams with
multiple disparate product specializations. Currently, all cases are automatically distributed evenly
across all case managers, regardless of the case
manager's knowledge of the products related to the case.
What should a consultant recommend to modify the Case Assignment rules?
Options
Discussion
B . The question flags product specialization as a need, so Skills-Based Routing (B) would actually assign cases based on what agents know, not just balance the load. C looks tempting since it's about even distribution, but that's their current setup and it's not working for them. Trap option there for sure.
Option B, saw similar wording on a practice test and it checks out.
B
C vs B? Queue-Based Routing (C) feels closer since it's about distributing cases, even if skills aren't matched. I'm stuck between them on this one.
C or B? C looks tempting since the current issue is even distribution, but with product specialization called out, I think B fits better. Some might pick C as a trap if they miss the skills angle.
Probably B, since simple queue-based routing (C) ignores product expertise trap. This matches what I saw in practice exams.
This type of scenario showed up in a practice set before, I picked C for efficiency since queue routing does balance assignments.
I don’t think C solves the core issue, since queue-based routing would just split cases evenly like they're already doing. B addresses the product specialization requirement by matching cases to managers with the right skills. Anyone think I’m off here?
C , since Queue-Based Routing also balances the load. If they just want cases divided up efficiently, queues have worked for me before. Maybe I’m missing something with the product specialization bit though.
Its B but honestly if they didn’t mention specializations, C could almost make sense.
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