Which approach should a consultant recommend to meet these requirements? Each step must be completed within a specified amount of time.

• A. Configure Case Escalation Rules
• B. Define Entitlements and Milestones
• C. Enable Omni-Channel Routing
• D. Use Process Builder with Scheduled Actions

Answer: (C)

Real-time routing of work to available agents based on capacity and skills is essential when every step must be completed within a specified time. Omni-Channel Routing automatically assigns incoming cases to the most suitable agent who is currently available, considering their workload, skills, and routing rules. This ensures work is picked up quickly and progresses toward the SLA, rather than waiting in a queue or needing manual assignment.

Escalation rules trigger after delays but don’t actively route new work to agents. Entitlements and Milestones define SLAs and track deadlines, yet they don’t automate the distribution of work to the right agent. Process Builder with Scheduled Actions can automate tasks at set times, but it isn’t designed for real-time routing of inbound work to agents.

So enabling Omni-Channel Routing is the best approach to meet the requirement of completing each step within the specified time.