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Salesforce Exam Service Cloud Consultant Topic 8 Question 96 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam
Question #: 96
Topic #: 8
[All Service Cloud Consultant Questions]

Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly.

What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

Show Suggested Answer Hide Answer
Suggested Answer: B

For handling a high volume of simple cases such as password resets and order inquiries across multiple channels, implementing Einstein Bots is recommended. Bots can automate responses to these common inquiries, providing self-service options for customers and reducing the case load on human agents.


by Tasia at Aug 02, 2024, 02:03 PM

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Kina
30 days ago
I bet the routing issue is because the interns forgot to add the secret 'Unicorn' routing rule. Gotta keep an eye on those pesky interns!
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Joesph
7 days ago
Verify that the service agents are assigned to the correct queues in the Omni-Channel setup.
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Justine
16 days ago
Check the routing rules configuration to see if the 'Unicorn' rule is missing.
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Jeff
1 months ago
Hmm, I wonder if the service agents have tried turning it off and on again? That usually fixes everything, right?
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Paulina
1 months ago
I'm going to go with option B. Debugging the routing from Setup is the best way to get to the root of the problem. Plus, it's a great excuse to dig into the technical details!
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Paris
10 days ago
User 2: I agree, but maybe we should also debug Omni-Channel routing from Setup to be sure.
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Helene
16 days ago
User 1: I think we should open the relevant record being routed first.
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Gladys
1 months ago
The Omni-Channel Supervisor tab is a great place to start. We can get an overview of the routing and see if there are any patterns or trends in the issues.
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Abel
14 days ago
C) Open the Omni-Channel Supervisor tab.
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Olive
15 days ago
B) Debug Omni-Channel routing from Setup.
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Erick
22 days ago
A) Open the relevant record being routed.
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Margret
2 months ago
Debugging the Omni-Channel routing from Setup seems like the logical first step to me. We need to make sure the configuration is set up correctly.
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Nobuko
29 days ago
I agree, checking the setup configuration is key to resolving the routing issue.
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Antione
1 months ago
C) Open the Omni-Channel Supervisor tab.
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Tyra
1 months ago
B) Debug Omni-Channel routing from Setup.
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Christiane
1 months ago
A) Open the relevant record being routed.
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Jolanda
2 months ago
I think we should start by opening the relevant record being routed. That way, we can see the details and identify any issues with the routing.
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Tayna
1 months ago
B) Debug Omni-Channel routing from Setup.
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Gwenn
1 months ago
A) Open the relevant record being routed.
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Carlton
2 months ago
I think we should also debug Omni-Channel routing from Setup to make sure everything is working correctly.
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India
2 months ago
I agree with Virgina, checking the Supervisor tab is a good start.
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Virgina
2 months ago
I think we should open the Omni-Channel Supervisor tab first.
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