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?

AOpen the relevant record being routed.

BDebug Omni-Channel routing from Setup.

COpen the Omni-Channel Supervisor tab.

Show Suggested 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

Limited Time Offer

25%

Off

Get Premium Service Cloud Consultant Questions as Interactive Web-Based Practice Test or PDF

Contribute your Thoughts:

Submit Cancel

Kina

1 months 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!

upvoted 0 times

Joesph

11 days ago

Verify that the service agents are assigned to the correct queues in the Omni-Channel setup.

upvoted 0 times

...

Justine

20 days ago

Check the routing rules configuration to see if the 'Unicorn' rule is missing.

upvoted 0 times

...

Jeff

1 months ago

Hmm, I wonder if the service agents have tried turning it off and on again? That usually fixes everything, right?

upvoted 0 times

...

Paulina

2 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!

upvoted 0 times

Maryann

4 days ago

User 3: Opening the Omni-Channel Supervisor tab could also give us some insights.

upvoted 0 times

...

Paris

14 days ago

User 2: I agree, but maybe we should also debug Omni-Channel routing from Setup to be sure.

upvoted 0 times

...

Helene

20 days ago

User 1: I think we should open the relevant record being routed first.

upvoted 0 times

...

Gladys

2 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.

upvoted 0 times