Service-Con-201 Omni Channel Practice Question
An enterprise organization is integrating a custom telephony system with Salesforce Service Channel routing using External Routing. Which programmatic feature must be implemented to allow external systems to push work into Omni-Channel?
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
✓
Omni-Channel REST API and AgentWork object
External Routing implementations rely on the Omni-Channel REST API or custom Apex integrations utilizing objects like AgentWork to inject and manage work items.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Standard Email-to-Case Apex Handlers
Why it's wrong here
Email-to-case handlers are specific to inbound emails, not general external routing.
- ✗
Custom Platform Events with standard triggers only
Why it's wrong here
Platform events alone do not interface with Omni-Channel routing engines without API/AgentWork handling.
- ✗
Salesforce Visualforce Routing Controllers
Why it's wrong here
Visualforce is legacy and not used for modern external routing APIs.
- ✓
Omni-Channel REST API and AgentWork object
Why this is correct
External routing integrates via APIs and manipulates AgentWork records to track external items.
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.