Salesforce Certified Service Cloud Consultant — Question 25

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?

Answer options

• A. Customize service channel settings to define how the organization receives work from various sources.
• B. Create the necessary objects in Salesforce.
• C. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
• D. Create a Salesforce Case to have Omni-Channel enabled.

Correct answer: C

Explanation

The correct answer is C because enabling Omni-Channel in the setup is a prerequisite for any further configuration. Options A and B are important steps but come after Omni-Channel is enabled. Option D is incorrect as it is not necessary to create a case for enabling this feature.