Service-Con-201 Omni Channel Practice Question
An administrator needs to configure Omni-Channel so that when an agent's push timeout occurs on a high-priority chat, the chat is immediately sent to a specific secondary overflow queue. Which configuration combination achieves this?
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
✓
Overflow Routing configured on the Routing Configuration.
Overflow Routing allows administrators to specify secondary routing configurations or queues when primary queues exceed capacity or timeout thresholds.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Service Channel capacity weight adjustments.
Why it's wrong here
Capacity weights govern concurrent load limits.
- ✗
Presence Status decline actions.
Why it's wrong here
Decline actions apply when an agent clicks Reject, not when a push timeout occurs.
- ✓
Overflow Routing configured on the Routing Configuration.
Why this is correct
Overflow routing handles redirection when primary queue thresholds or timeouts are met.
- ✗
Apex Trigger on the AgentWork object.
Why it's wrong here
While custom code could do this, native Overflow Routing is the recommended declarative feature.
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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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