Q: 16
[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?
Options
Discussion
A imo since Web-to-Case lets you collect structured data right from the customer, and then assignment rules can route based on urgency/product. Omni-Channel is solid for more complex routing but sounds like overkill here. Anyone see it differently?
A , had something like this in a practice test and Web-to-Case covers capturing structured fields plus assignment rules can handle specific routing. B is great for real-time but feels like more setup than needed here. Disagree?
A
B tbh
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