Cloud Kicks uses Omni-Channel to route cases to service reps based on location.

Omni-Supervisor allows service managers to monitor agent workload, queue utilization, and routing capacity in real time. Using Omni-Supervisor, managers can manually reassign work, adjust queue capacity, or redirect cases to other agents or queues when one location is over capacity.

This aligns with the Interaction Channels domain of the Service Cloud Consultant Guide, which highlights Omni-Supervisor as the recommended tool for real-time load balancing and operational adjustments.

Option A (Skills-Based Routing) improves matching efficiency but doesn’t allow dynamic response to live capacity issues.

Option B (Overflow Assignee) routes unassigned cases to a single fallback user, not a scalable solution for multi-location capacity management.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide – Interaction Channels Domain (Omni-Channel and Supervisor capabilities).

Salesforce Help: “Monitor and Manage Agents with Omni-Supervisor”.

Salesforce Winter ’23 Release Notes – Omni-Channel Enhancements (real-time monitoring and manual reassignment).