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Recap of Day 45 Flashcards | StudBud

Explore/Recap of Day 45

Presence Decline Reasons…

In Skills-Based Routing, Skills can be assigned to Users via…

Recap of Day 45

5 terms·StudBud Administration

Explore the key components and features of Salesforce Omni-Channel for efficient customer service management

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Questions 5

Answers

1
In Skills-Based Routing, Skills can be assigned to Users via…
Presence Statuses
Service Resources
Permission Sets
Routing Configurations
2
Presence Decline Reasons…
Are mandatory when setting up Omni-Channel
Must be approved in Omni-Supervisor
Can be customized and added to Presence Configurations
Must be defined as Available or Busy statuses
3
What are the key components required to set up Omni-Channel in Salesforce?
Leads, Assignment Rules, Auto-Response
Routing Configurations, Service Channels, Presence Statuses, Queues
Queues, Assignment Rules, Case Record Types, Presence Statuses
Queues, Service Contracts, Escalation Rules, Live Chat
4
Which of the following challenges is resolved by Omni-Channel Queue-Based Routing?
Cases submitted via Email aren’t routed to the correct Queue.
Service Agents need to manually accept Cases from a Queue.
Service Agents aren’t aware of customer SLA requirements
Case Feed does not appear on the record page
5
Skills-Based Routing Rules map Skills to custom objects
False
True