The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.
An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue What is the reason for the work that was already in the queue not being pushed to agents?

• A.Records that exist in a queue prior to Omni-Channel routing activation will not be pushed to an agent.
• B.The Apply to existing records in queue option was not selected.
• C.The type of work that was in the queue is not in the Selected Objects list on the queue under Supported Objects

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Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?

• A.Matching rules defining criteria for identifying and merging duplicate records.
• B.Data Import Wizard with duplicate prevention settings during bulk data importing.
• C.Workflow Rules automatically triggering deduplication logic based on specific data fields.
• D.All of the above, working together to prevent duplicate records and ensure data integrity after migration.

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You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?

• A.Salesforce Knowledge articles with categorization and tagging for easy customer search.
• B.Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.
• C.Einstein Search for intelligent article recommendations based on customer keywords and context.
• D.All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.

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The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?

• A.Establishing a support channel for reporting issues and troubleshooting technical problems.
• B.Providing regular system updates and patches to address bugs and improve performance.
• C.Conducting periodic user training sessions to familiarize users with new features and updates.

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The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

• A.Routing Rules
• B.Skill-Based Routing
• C.Entitlements
• D.Omni-Channel Presence

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