Service-Con-201 Omni Channel Practice Question
An administrator needs to implement Skills-Based Routing to route cases concerning specific product tiers to agents with matching certifications. Which setup step is mandatory before creating Skills-Based Routing Rules?
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
✓
Enable Skills-Based Routing in Setup
Before configuring Skills-Based Routing Rules via flows or Omni-Channel Flow, the administrator must enable Skills-Based Routing in Setup and ensure that Skill Requirements can be created and mapped dynamically.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Configure External Routing API
Why it's wrong here
External Routing is used for third-party CTI integration and is not required for native Skills-Based Routing.
- ✓
Enable Skills-Based Routing in Setup
Why this is correct
Skills-Based Routing must be explicitly enabled in Setup before rules and mappings can be built.
- ✗
Enable Omni-Channel in Setup
Why it's wrong here
While Omni-Channel must be enabled, the specific prerequisite for skills-based routing rules is enabling Skills-Based Routing itself.
- ✗
Create a Custom Skill Object
Why it's wrong here
Skills are standard objects managed via setup and do not require creating a custom Skill object.
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.