Service-Con-201 Omni Channel Practice Question
Universal Containers wants incoming work items to be routed to agents who have been idle the longest. Which routing model should the administrator select on the Routing Configuration?
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
✓
Most Available
The Most Available routing model routes work to the agent who has been idle the longest (i.e., has had available capacity for the greatest length of time).
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Least Active
Why it's wrong here
Least Active is not a standard Omni-Channel routing model.
- ✓
Most Available
Why this is correct
Most Available routes work to the agent who has been idle or available the longest.
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Round Robin
Why it's wrong here
Round Robin distributes work sequentially among available agents regardless of idle duration.
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Skill-Based Direct
Why it's wrong here
Skill-Based Direct is not a standard routing model option on routing configurations.
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.