Omni Channel

Support agents at a global enterprise handle both cases and leads. Management wants to ensure that agents working on high-complexity cases do not receive new leads until their case workload decreases. How should the consultant configure capacity to support this requirement?

A consultant is setting up Omni-Channel for a service center that uses both Queue-Based Routing and Skills-Based Routing. The center has a mix of general support agents and specialized agents. Management wants to ensure that work items are routed to the most appropriate agents. Which two statements are true regarding the interaction between Queue-Based and Skills-Based Routing in Omni-Channel? (Choose two.)

An administrator has created a new Omni-Channel Routing Configuration for tier-2 support cases. Where must this Routing Configuration be linked so that cases start routing through Omni-Channel?

Where do administrators assign Presence Statuses to make them available to specific groups of support agents?

An administrator is troubleshooting an Omni-Channel Flow that is failing to route work items correctly. Which THREE debugging or configuration best practices should the administrator check? (Choose three.)

A support center uses Omni-Channel with Skills-Based Routing. Support agents are complaining that work items requiring multiple skills are sitting unassigned even though agents with individual matching skills are available. What is the cause of this behavior?

An administrator needs to configure Omni-Channel so that when an agent's push timeout occurs on a high-priority chat, the chat is immediately sent to a specific secondary overflow queue. Which configuration combination achieves this?

Universal Containers wants to ensure that supervisors can view agent status durations—such as how long an agent has been in the 'On Break' status. Where is this metric viewed?

A consultant at Universal Containers is setting up Omni-Channel for a support team that handles cases and chats. The consultant wants to ensure that agents can handle up to three chat sessions simultaneously but only one case at a time. Which two Omni-Channel configurations should the consultant use to achieve this? (Choose two.)

A Service Cloud consultant is setting up Omni-Channel for a call center. Agents complain that high-priority cases submitted via web-to-case are sitting in the queue while lower-priority chat requests are being routed immediately. Where should the consultant adjust the priority weight to ensure cases are routed first?

An administrator is configuring an Omni-Channel Flow that evaluates incoming chat requests and assigns specific skills based on customer VIP status. Which flow element is specifically used in an Omni-Channel Flow to route the work item with skills?

An administrator is setting up Skills-Based Routing Rules to route cases based on account region and product type. Which THREE components are required to successfully implement rule-based Skills-Based Routing? (Choose three.)

Universal Containers has agents who work across multiple physical locations and need different presence statuses available depending on their current support queue assignment. How should the administrator manage presence status availability?

An administrator is adding a new service channel for Cases in Omni-Channel. Which object property is required when defining a new Service Channel?

Universal Containers has a team of support agents who use Omni-Channel. The consultant needs to ensure that agents can only select from a predefined set of presence statuses, such as 'Available - Cases', 'Available - Chats', and 'Busy'. Which Omni-Channel configuration should the consultant use to define these statuses for the agents?

Which Omni-Channel feature determines the order in which work items are delivered to agents from a queue?

Universal Containers wants support agents to be able to manually select when they are ready to handle live chats and phone calls simultaneously, but appear busy for email cases. Which Omni-Channel feature should the administrator configure to achieve this?

Universal Containers wants to ensure that agents handling chat sessions have their capacity freed up immediately when a chat ends. Which TWO actions release capacity in Omni-Channel? (Choose two.)

An agent is assigned a chat case via Omni-Channel. The agent accepts the work item, but due to an unexpected browser crash, the agent loses connection. What happens to the chat work item according to standard Omni-Channel behavior?

Universal Containers uses the Tab-Based capacity model for Omni-Channel. An agent has an open chat session and three open case tabs. If the agent's capacity is set to 4, what happens when a new high-priority chat arrives?

Universal Containers utilizes both Queue-Based and Skills-Based Routing. Which TWO statements are true regarding how Omni-Channel handles these two routing methods? (Choose two.)

Universal Containers utilizes Omni-Channel Supervisor. Which TWO real-time metrics can a supervisor view on the Queues Backlog tab? (Choose two.)

Universal Containers wants to route VIP customer cases to agents who speak French and have advanced tier certifications. How should the administrator configure this requirement?

Universal Containers runs Omni-Channel with a single queue for all support cases. Managers report that high-priority cases sit behind low-priority password-reset cases in the same queue, so urgent work is not handled first. The administrator must ensure that within the same queue, cases with Priority = High are offered to agents before cases with Priority = Low. What should the administrator configure?

An administrator needs to create a new status that allows agents to receive chat work items while temporarily blocking incoming phone calls via Open CTI. Which feature should the administrator configure?

An administrator writes an Omni-Channel Flow to route incoming cases. During testing, the flow fails to route work items because the flow interview cannot identify the correct work item ID. What object is typically passed into the Omni-Channel Flow from the routing configuration to initiate routing?

An administrator is reviewing agent utilization and performance reports using Omni-Channel data. Which THREE standard reporting metrics or objects are commonly leveraged to analyze Omni-Channel performance? (Choose three.)

What is the primary function of Omni-Channel Supervisor for a contact center manager?

Universal Containers recently enabled Omni-Channel for its support team. Agents report that they see the Omni-Channel widget in the Service Console, but when they set their status to 'Available - Cases', no new case work items are ever pushed to them. The administrator has already verified that the agents' profiles have the 'Omni-Channel User' permission and that a presence status named 'Available - Cases' exists. Which configuration should the administrator review next to resolve the issue?

Where must an administrator add the Omni-Channel utility to make it accessible to agents inside the Service Console?

What is the primary purpose of configuring Push Timing in Omni-Channel?

An administrator is troubleshooting an issue where cases assigned to a queue are not being pushed to agents via Omni-Channel. The agents are online, have the correct presence status, and belong to the queue. Upon inspection, the administrator notices the Service Channel is inactive. What is the impact of an inactive Service Channel?

Universal Containers wants supervisors to view agent workloads, average handle times, and open work items in real time without navigating away from the Service Console. Which tool should be deployed?

A consultant is configuring Omni-Channel for a service center that handles cases from multiple regions. The center wants to ensure that cases are routed to agents who are fluent in the customer's language. The consultant decides to use Skills-Based Routing. Which configuration is required to ensure that language skills are considered during routing?

An administrator is setting up Overflow Routing for high-volume queues. Which THREE considerations apply when configuring Overflow Routing in Omni-Channel? (Choose three.)

An administrator needs to implement Skills-Based Routing to route cases concerning specific product tiers to agents with matching certifications. Which setup step is mandatory before creating Skills-Based Routing Rules?