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Universal Containers (UC) has decided to use skills-based routing to ensure service reps are assigned...

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Universal Containers (UC) has decided to use skills-based routing to ensure service reps are assigned the appropriate work item. UC requires that it can view the backlog of work grouped by skills, to reassign reps to the appropriate skill.

What should the Service Cloud Consultant recommend?

A.

Configure custom logging and capacity alerts in Omni-Channel Flow.

B.

Use the capabilities within Omni Supervisor.

C.

Create a custom report type with inline editing.

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