Service-Con-201 Omni Channel Practice Question
What happens to an agent's active work items if their browser session unexpectedly loses connectivity while they are logged 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
✓
Work items remain assigned for a configured timeout period before being returned to the queue.
When an agent disconnects unexpectedly, Omni-Channel respects configured timeout thresholds before changing their presence status and optionally rerouting work items back to the queue.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Work items remain assigned for a configured timeout period before being returned to the queue.
Why this is correct
Disconnection timeouts give agents a grace period to reconnect before work is rerouted.
- ✗
Work items are immediately deleted from the database.
Why it's wrong here
Work records are never deleted upon disconnect.
- ✗
Agents are immediately logged out and work items are reassigned instantly with no delay.
Why it's wrong here
A disconnect timeout buffer prevents instant disruptive rerouting during brief network flickers.
- ✗
Work items are automatically marked as closed and resolved.
Why it's wrong here
Omni-Channel does not resolve cases automatically on disconnect.
About these practice questions
This Service-Con-201 question is part of Courseiva's 321-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam 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.