Service-Con-201 Omni Channel Practice Question
Which profile or permission set setting is required for agents to be able to view and interact with the Omni-Channel widget in the Service Console?
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
✓
Access to Presence Statuses via Profile or Permission Set
Users need 'Enabled Service Cloud User' and access to the corresponding Presence Statuses via profiles or permission sets to use Omni-Channel.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Manage Omni-Channel Setup permission
Why it's wrong here
Manage Omni-Channel Setup is an administrative permission, not required for frontline agents.
- ✗
API Enabled permission
Why it's wrong here
API access is not required for standard console agent usage.
- ✓
Access to Presence Statuses via Profile or Permission Set
Why this is correct
Agents must have access assigned to specific presence statuses to use them.
- ✗
Modify All Data permission
Why it's wrong here
Modify All Data is overly broad and unnecessary for standard agents.
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.