Salesforce Certified Service Cloud Consultant — Question 60

Cloud Kicks recently deployed an Omni-Channel implementation in Lightning. A set of service agents that handle security-related issues have complained that Case records are not being routed to them correctly.

What are three necessary steps to test that the Omni-Channel implementation is routing correctly? (Choose three.)

Answer options

• A. Enable Debug Omni-Channel routing configuration in Setup.
• B. Open the Omni-Channel Supervisor tab.
• C. Log in as a user who is enabled for Omni-Channel access.
• D. Open the record you want to route.
• E. Change the owner to a queue associated with the routing configuration.

Correct answer: B, C, D

Explanation

The correct steps to ensure proper routing involve verifying the Omni-Channel Supervisor for monitoring (B), logging in as a user with access to Omni-Channel (C), and checking the specific record you want to route (D). Options A and E are not directly related to testing the routing functionality and therefore are not needed for this verification process.