Service-Con-201 Service Console Practice Question
An enterprise customer requires that certain sensitive utility bar components (such as Open CTI) only appear for agents belonging to the Tier 2 Support profile. How can the consultant achieve 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
✓
Create a separate Lightning Service Console app for Tier 2 Support and assign it via App Manager.
Utility bar items can be assigned visibility rules or configured within console apps assigned to specific profiles using App Manager and component visibility filters.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Use custom permissions on the User Profile detail page to hide the utility icon.
Why it's wrong here
Utility bar items cannot be hidden via profile custom permissions.
- ✗
Modify the global header XML configuration file.
Why it's wrong here
Salesforce does not use global header XML files for app configuration.
- ✗
Apply component-level visibility rules directly inside the utility bar configuration.
Why it's wrong here
Standard utility bar items in App Manager do not support granular user profile visibility filters directly in the footer setup.
- ✓
Create a separate Lightning Service Console app for Tier 2 Support and assign it via App Manager.
Why this is correct
Creating separate console apps per tier and assigning them to distinct profiles via App Manager controls utility bar access.
About these practice questions
This Service-Con-201 question is part of Courseiva's 318-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.