What is the first step in configuring call queues in Service Cloud Voice?

The first step in configuring call queues in Service Cloud Voice is defining criteria for routing calls. This step is crucial as it determines how incoming calls are managed and directed to the appropriate agents or teams based on specific parameters such as agent availability, skill sets, or business hours.

By establishing clear routing criteria, organizations ensure that calls are efficiently distributed, which ultimately enhances the customer experience. This setup allows for a more organized handling of calls, facilitating quick responses and effective resolution of customer inquiries.

The other choices, while potentially important in different aspects of a customer service strategy, do not address the immediate need to manage and distribute calls effectively. Creating user profiles may be necessary for setting up agents, but it is a secondary step that assumes routing criteria are already in place. Similarly, setting up promotional offers and establishing a customer feedback system focus on customer engagement and satisfaction rather than the operational aspects of call management.