Universal Containers (UC) is using skills-based routing to assign cases to service reps based on...

The Most Available routing model in Omni-Channel ensures that the next available agent with the least workload (based on capacity) automatically receives the next case, maintaining an even distribution of work. It can also use skills-based routing to match cases to qualified agents.

Option A (Least Active) prioritizes agents with fewer open tasks but doesn’t ensure capacity-based fairness.

Option B (Manual Push) requires supervisors to manually assign cases, which is inefficient.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide – Interaction Channels Domain.

Salesforce Help: “Configure Routing Models in Omni-Channel.”

Salesforce Winter ’23 Release Notes – Skills-Based and Capacity-Based Routing Enhancements.