Exam Service-Cloud-Consultant Topic 1 Question 236 Discussion

Actual exam question for Salesforce's Service-Cloud-Consultant exam
Question #: 236
Topic #: 1
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?

Suggested Answer: D Vote an answer

Explanation
Service channels are a required step before configuring Omni-Channel routing. Service channels allow you to define how your organization receives work from various sources, such as cases, chats, leads, orders, or custom objects. You can specify the type, priority, and capacity weight of each service channel, which determines how Omni-Channel routes work items to agents. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Service Channels

by Lance at Jun 12, 2026, 05:25 AM

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