What are the types of routing that ensure tickets go to the right support reps?
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Correct answer: Skills-based and capacity-based.
Why this is the answer
Skills-based and capacity-based routing in HubSpot Service Hub ensures tickets are assigned to the most qualified agents who have the bandwidth to handle them. Skills-based routing matches tickets to agents with relevant expertise, while capacity-based routing considers current workload. This approach improves resolution efficiency and enhances customer experience.
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