Free SALESFORCE-CONTACT-CENTER Web TestEngine Demo

Q9 Single choice

You`re given a list of project requirements including specific agent skill sets for case routing.

Which tool helps validate this requirement is met within the deployed system?

A
Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.
B
Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.
C
Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.
D
All of the above, combined for a comprehensive validation of case routing logic and adherence to
defined agent skill sets.

SALESFORCE-CONTACT-CENTER Web TestEngine demo