Service-Con-201 Omni Channel Practice Question
An administrator is troubleshooting an issue where cases assigned to a queue are not being pushed to agents via Omni-Channel. The agents are online, have the correct presence status, and belong to the queue. Upon inspection, the administrator notices the Service Channel is inactive. What is the impact of an inactive Service Channel?
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
✓
Work items associated with the object are no longer routed by Omni-Channel.
If a Service Channel is inactive, Omni-Channel stops tracking and routing work items associated with that channel entirely.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Queues are automatically deleted from the system.
Why it's wrong here
Queues remain intact; only the routing channel link is disabled.
- ✗
Agents cannot log into Omni-Channel.
Why it's wrong here
Agents can log in, but no work for that channel will be routed.
- ✗
Existing open work items are automatically closed.
Why it's wrong here
Open work items remain on agent tabs but routing is halted.
- ✓
Work items associated with the object are no longer routed by Omni-Channel.
Why this is correct
Inactive service channels halt all routing activity for their mapped objects.
About these practice questions
This Service-Con-201 question is part of Courseiva's 321-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
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
This Service-Con-201 practice question is part of Courseiva's free Salesforce certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the Service-Con-201 exam.