Service-Con-201 Omni Channel Practice Question
An administrator is troubleshooting an Omni-Channel Flow that is failing to route work items correctly. Which THREE debugging or configuration best practices should the administrator check? (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
✓
Verify that the active version of the flow contains the correct Route Work action parameters.
When troubleshooting Omni-Channel flows, administrators should check flow version activation, correct record variable input mapping, and ensure routing actions reference active service channels and queues.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Verify that the active version of the flow contains the correct Route Work action parameters.
Why this is correct
Ensuring the active flow version is correct is essential for flow troubleshooting.
- ✗
Check that the Debug Log level for Workflow is set to Maximum.
Why it's wrong here
Flows are debugged via Flow Debugger, not workflow log levels.
- ✗
Verify that external API endpoints are configured for native queue routing.
Why it's wrong here
Native queue routing does not require external API endpoints.
- ✓
Confirm that the target queue and service channel are active and correctly referenced.
Why this is correct
Inactive queues or channels prevent successful route execution.
- ✓
Ensure the Record ID variable correctly receives the work item ID from the triggering context.
Why this is correct
Missing or incorrect ID inputs will cause routing failures.
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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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