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Q3 Single choice

The customer prioritizes routing cases to agents based on language skills and technical expertise.

Which routing logic requirement should be emphasized?

A
Implement round-robin routing to distribute cases evenly among agents.
B
Configure skill-based routing with agent profiles mapped to specific languages and specialties.
C
Utilize presence-based routing to connect available agents regardless of expertise.
D
Emphasize case escalation based on SLA breaches and time to resolution.

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