Service-Con-201 Omni Channel Practice Question
An administrator is configuring an Omni-Channel Flow that evaluates incoming chat requests and assigns specific skills based on customer VIP status. Which flow element is specifically used in an Omni-Channel Flow to route the work item with skills?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
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Route Work action element
In Omni-Channel flows, the Route Work action element is used to define routing parameters, including queue, routing configuration, and skill requirements.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Route Work action element
Why this is correct
The Route Work action is the core element used to dispatch work items to queues or skills in Omni-Channel flows.
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Assign Skill Requirement element
Why it's wrong here
Skill requirements are added within or alongside the Route Work action element parameters.
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Create AgentWork record element
Why it's wrong here
AgentWork creation is managed automatically by the routing engine upon execution of Route Work.
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Submit to Queue element
Why it's wrong here
Not a standard flow element name.
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Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official Salesforce exam blueprint
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