Service-Con-201 Omni Channel Practice Question
Universal Containers utilizes both Queue-Based and Skills-Based Routing. Which TWO statements are true regarding how Omni-Channel handles these two routing methods? (Choose two.)
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
✓
Skills-Based Routing matches required skill sets on work items to agent skill profiles.
Queue-based routing routes items to members of a specific queue, whereas skills-based routing matches work item skill requirements directly to agent skill inventories regardless of queue membership.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Queue-Based Routing cannot be used in conjunction with Omni-Channel flows.
Why it's wrong here
Omni-Channel flows can route work to queues.
- ✗
Skills-Based Routing requires agents to be members of every queue in the organization.
Why it's wrong here
Skills-based routing bypasses strict queue membership restrictions.
- ✓
Skills-Based Routing matches required skill sets on work items to agent skill profiles.
Why this is correct
Skills-based routing matches attribute requirements directly to agent skills.
- ✗
Skills-Based Routing eliminates the need for service channels.
Why it's wrong here
Service channels are mandatory for tracking objects in Omni-Channel regardless of routing method.
- ✓
Queue-based routing routes work to members assigned to a specific Salesforce queue.
Why this is correct
Queue-based routing distributes work among queue members.
About these practice questions
Courseiva writes every Service-Con-201 question from scratch — 321 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or 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.