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Salesforce Certified Service Cloud Consultant Service-Cloud-Consultant Question # 17 Topic 2 Discussion

Service-Cloud-Consultant Exam Topic 2 Question 17 Discussion:
Question #: 17
Topic #: 2

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge

articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but

wants to ensure that the bot only directs cases to live agents during normal business hours and

observes holidays.

How should a consultant meet this requirement?

A.

Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business

B.

Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.

C.

Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

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Actual exam question for Salesforce Service-Cloud-Consultant exam by Sage216 at Jan 23, 2025, 1:10:23 AM

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