Service-Con-201 Omni Channel Practice Question
An administrator is setting up Skills-Based Routing Rules to route cases based on account region and product type. Which THREE components are required to successfully implement rule-based Skills-Based Routing? (Choose three.)
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
✓
Skills-Based Routing Rules defined
Rule-based Skills-Based Routing requires enabling Skills-Based Routing in setup, creating Skill records, and defining Skills-Based Routing Rules that map criteria to those skills.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Custom Apex Trigger on Case object
Why it's wrong here
Rules are declarative and do not require custom Apex triggers.
- ✗
External Routing API endpoint configuration
Why it's wrong here
External routing is for third-party telephony integrations, not native rule-based routing.
- ✓
Skills-Based Routing Rules defined
Why this is correct
Rules dictate which criteria assign specific skills to work items.
- ✓
Skills-Based Routing enabled in Setup
Why this is correct
Skills-Based Routing must be enabled before rules can function.
- ✓
Individual Skill records created in Setup
Why this is correct
Skills must exist in the system before they can be assigned by rules.
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JA
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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