I have tried to find the answers in the Community but am still struggling. Can anyone help? I keep getting the "Challenge Not yet complete... here's what's wrong: Ensure you set up Email Routing to work without having to install the Email-to-Case agent behind a network firewall." on Challenge 4 of the Service Cloud Specialist and I am going around in circles :(

I have:

1: Enabled Email-to-Case and set it up to enable On-Demand (https://screenrec.com/share/VfHQk4sr0M)

2: Setup the Auto-Response (https://screenrec.com/share/UXwy9EfQs1)

3: Created a Service Channel and set it up as "Stormy Cases" (https://screenrec.com/share/XHsalmgbQn)

4: Enabled Omni-Channel and set it up (https://screenrec.com/share/5RkaGLf1UP)

5: Setup Presence Statuses (https://screenrec.com/share/a8LQfXuPNn)

6: Setup Presence Decline Reason (https://screenrec.com/share/5nyv9feL8d)

7: Setup Presence Configurations (https://screenrec.com/share/GP5ZYhtBMn) which all have the Assigned Profile "Cloud Team Technical Support"

8: Added Omni-Channel to the "Cloudy Support Service Console" App (https://screenrec.com/share/rK1hMqnVdX)

I feel like I've overcomplicated it, but can't seem to work out what's not right. I even redid the Omni-Channel modules and must be missing something really basic :(

Any ideas?

Cheers, Nat


You didn't add routing configurations. Please add and check once again. I followed your steps and adding routing configurations as an extra step. I was able to clear the challenge


I got the same error, ensure you give the routing configuration correct names and check this checkbox in the routing. enter image description here


Thanks for the suggestions @SRavani and @Mohit Arora.

All I did was remove some of the checkboxes (https://screenrec.com/share/qsFJcMnR16) and it worked! I don't know why, but at least I managed to get past challenge 4!

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