Which routing approach leverages agent skills to assign cases effectively?

• A. Skills-based routing.
• B. Queue-based routing.
• C. Manual routing.
• D. Auto-routing.

Answer: (A)

Matching cases to the agent’s skills is the routing approach that ensures the right expertise is applied to each issue. By tagging cases with the required skills and agents with their capabilities, the routing engine assigns work to the most suitable, available agent, which improves first-contact resolution and speed. In practice, this is how skills-based routing works in platforms like Service Cloud: skills are defined, cases are matched to those skills, and workload is balanced while considering priority. This is more precise than queue-based routing, which sends cases to any agent in a general queue without guaranteeing skill fit. Manual routing relies on a person to decide, which can be slower and inconsistent. Auto-routing can automate assignments, but without explicit skills considerations it may miss the best agent for a complex issue.