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An organization routes regulated billing cases only to representatives who satisfy every required skill and proficiency. A case must remain queued when no qualified representative is available. Which matching algorithm should the administrator select?
Exact Match
Closest Match
Most idle
A queue uses a custom assignment method, and its workstream has Exact Match as the default skill-matching algorithm. What should the administrator do to require every attached skill in the custom method?
Add a User skills exact-match condition for All skills
Keep the workstream default and add a capacity profile
Select Closest Match and order by available capacity
An email-created case has structured issue category and contact-language values. The organization needs to attach Billing and Spanish skills before queue routing. Which classification approach should the administrator use?
A logical work-classification rule with skill outputs
A route-to-queue rule with proficiency outputs
A representative assignment rule with skill outputs
An administrator prepares an intelligent skill finder model with 42 approved records in a supported language and region. AI Builder preview models are enabled. What should the administrator do before training the model?
Review and approve at least eight more representative records
Publish the current records and retrain after assignment begins
Add eight unreviewed records and start a quick test
You must answer all questions before checking your work.
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