Check your knowledge

1.

In which of the following scenarios would a routing rule be applied to a case record?

Automatically, when a case is manually created

When an agent selects the Save button

When an agent selects the Add to Queue button

When a case is created automatically

2.

You've been asked to configure a custom entity called IoT Alert so that alerts can be routed and distributed to agents in Omnichannel for Customer Service. What needs to be done on the entity first?

Create a work stream for the IoT Alert entity

Create a routing rule set

Enable the entity for Queues

Enable change tracking for Microsoft Flow

3.

What is the maximum number of allowed active Routing Rule sets that can be defined for a single entity?

One active Routing Rule set

Two active Routing Rule sets

Five active Routing Rule sets

Ten active Routing Rule sets

No limit

4.

Prior to deploying Omnichannel for Customer Service, your organization had already created multiple queues that are being used by Customer Service Hub to route case records to queues. What will you need to do to allow those queues to be used with Omnichannel for Customer Service?

No additional configuration is required; it will work automatically

Enable the queue for Automatic Distribution

Configure an incoming email address for the queue

Existing Customer Service Hub queues cannot be used with Omnichannel for Customer Service

Configure the queue as a private queue

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