A business analyst (BA) discovers that Universal Containers (UC) has automated case assignments in Service Cloud. UC uses case assignment rules to route cases to a predefined team. The UC leadership team wants to improve how cases are routed. What should the BA recommend to help UC resolve a common obstacle?

A. Minimize case escalations to reduce time to resolution.
B. Document the current case assignment process.
C. Migrate from case assignment rules to Omni-Channel.

Suggest answer: B

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