Service-Con-201 Omni Channel Practice Question
Universal Containers wants support agents to be able to manually select when they are ready to handle live chats and phone calls simultaneously, but appear busy for email cases. Which Omni-Channel feature should the administrator configure to 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
✓
Presence Statuses
Presence Statuses allow agents to set their availability for specific channels and work types. By creating custom Presence Statuses associated with specific Service Channels, agents can control what types of work are routed to them.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Routing Configurations
Why it's wrong here
Routing Configurations dictate queue priority and capacity handling, not agent-facing availability states.
- ✓
Presence Statuses
Why this is correct
Presence Statuses define whether an agent is online and available for specific channels.
- ✗
Service Channels
Why it's wrong here
Service Channels map Salesforce objects to Omni-Channel, but do not dictate individual agent availability toggles.
- ✗
Agent Work Status
Why it's wrong here
Agent Work Status is not a configurable administrative feature name in Omni-Channel.
About these practice questions
Courseiva writes every Service-Con-201 question from scratch — 318 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.