Service-Con-201 Omni Channel Practice Question
Universal Containers wants agents to be able to handle up to 3 cases simultaneously, but only 1 live chat session at a time because chats require intense focus. How should the administrator configure capacity to support this requirement?
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 separate Service Channels for Cases and Chats, assigning different capacity weights to each.
Administrators configure capacity at the Service Channel level, allowing different weights and capacities per channel type.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Define capacity at the user level by setting individual agent capacity limits in User Administration.
Why it's wrong here
Agent capacity is aggregated from service channels, not set as a static flat number per user for mixed channels without service channel weights.
- ✗
Configure Skills-Based Routing to restrict agents from receiving chats when handling cases.
Why it's wrong here
Skills-based routing matches skills, whereas capacity management controls concurrent workloads.
- ✗
Use a single Service Channel with a Status-based capacity model set to a maximum limit of 4.
Why it's wrong here
A single service channel would treat cases and chats identically without allowing distinct weights per workload type.
- ✓
Create separate Service Channels for Cases and Chats, assigning different capacity weights to each.
Why this is correct
Service channels allow defining different capacity weights for different objects (e.g., Case weight 1, Chat weight 3).
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.