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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?

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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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Margret
5 days 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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Jolanda
10 days 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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Carlton
16 days ago
I think we should also debug Omni-Channel routing from Setup to make sure everything is working correctly.
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India
24 days ago
I agree with Virgina, checking the Supervisor tab is a good start.
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Virgina
26 days ago
I think we should open the Omni-Channel Supervisor tab first.
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