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Ursa Major Solar provides support with service-level agreements (SLAs) for high-prioritycases.

Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority

cases. Lower Priority cases have different response times. The service center uses Omni-Channel to

manage work items. However, many recently created, high-priority cases exceed the service

deadline.

Which setting should a consultant configure to meet the requirements?

A.

Skills-Based Routing

B.

Capacity Model

C.

Secondary Routing Priority

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