Identify which two items will solve this problem.

Your customer has five active agents, one agent profile, three products, and three incident queues
(queue1, queue2, and queue3). Their incidents are directed to each queue based on their three
products. Each product is assigned a unique queue. The priority of queue to be worked are queue 1,
queue2, and queue3. Identify which two items will solve this problem.

A.
Change the full policy for the agent profile to manual and instruct at least one of the agents to pull
queue3.

B.
Change the pull policy for the agent profile to “”First Due.

C.
Create an escalation rule for the agent profile to “First Due”.

D.
Create a new agent profile that has a reverse queue order and assign at least one agent to the
new profile.