Service-Con-201 Omni Channel Practice Question
An administrator needs to configure capacity management for a contact center where agents handle both chats and complex cases. Which THREE features or options are associated with the Status-Based capacity model? (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
✓
Allows different unit weights for different work types
Status-Based capacity allows defining capacity weights per channel, releasing capacity when work items are closed or transferred, and tracking capacity at the user level across channels.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Capacity is calculated solely based on open browser tabs
Why it's wrong here
Tab-based capacity uses open tabs; status-based uses work item status and weights.
- ✗
Requires external CTI middleware to calculate weights
Why it's wrong here
Status-based capacity is a native Salesforce feature.
- ✓
Allows different unit weights for different work types
Why this is correct
Different work types can consume varying amounts of total capacity.
- ✓
Capacity consumption defined per Service Channel
Why this is correct
Status-based capacity allows setting different weight values per channel.
- ✓
Capacity is released when work items are closed or completed
Why this is correct
Closing work items restores capacity points to the agent.
About these practice questions
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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
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.