Name: Salesforce.Service-Cloud-Consultant.v2024-05-23.q117 Question 90
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Question 90

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Question 90/117

universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

A. Create SF cases to have omni channel enabled

B. create the necessary objects in SF

C. customize service channel settings to define how the org receives work various sources

D. From setup select omnichannel and select enable omni channel

Correct Answer: C

Customizing service channel settings to define how the org receives work from various sources is a required step that the consultant should address before configuring Omni-channel. Service channels are settings that allow administrators to specify how different types of work items, such as cases, chats, or leads, are routed and handled by Omni-channel. Service channels need to be defined and enabled before setting up routing configurations and rules for Omni-channel. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_service_channels.htm&type=5

Recent Comments (The most recent comments are at the top.)

9999 - Oct 08, 2024

D is correct

nhtdat - Jul 13, 2024

The answer is D

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