The correct steps for UC to create a service report with 50 object references are A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which…

The correct answer is B. Route Work Item. For the consultant who has cloned a standard bot to an Enhanced Bot for Universal Containers, specifying the "Route Work Item" setting in the channel setup is necessary after selecting the flow. This setting is crucial as it defines how work items, such as service requests or…

Case Management and Omni-Channel Routing

Question

The correct steps for UC to create a service report with 50 object references are A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which created a simple Omni-Channel flow for the bot What does the consultant need to specify to use this flow in the channel setting other than selecting the flow?

Options

AInbound Flow Action
BRoute Work Item
CFallback Queue

How the community answered

(22 responses)

A
5% (1)
B
77% (17)
C
18% (4)

Explanation

For the consultant who has cloned a standard bot to an Enhanced Bot for Universal Containers, specifying the "Route Work Item" setting in the channel setup is necessary after selecting the flow. This setting is crucial as it defines how work items, such as service requests or customer interactions, are routed through Omni-Channel, ensuring that the Enhanced Bot's flow directs interactions appropriately to available agents or queues.

Topics

#Enhanced Bot#Omni-Channel flow#bot configuration#channel settings

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