Service-Con-201 Omni Channel Practice Question
Which Salesforce license type is strictly required for an internal user to log into Omni-Channel and receive routed work items?
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
✓
Salesforce Service Cloud User (or appropriate feature license)
Omni-Channel requires Service Cloud user features, typically enabled via standard Service Cloud or appropriate CRM licenses with Service Cloud user permissions.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Customer Community License
Why it's wrong here
Community users do not use internal console Omni-Channel routing.
- ✗
Salesforce Platform License
Why it's wrong here
Platform licenses lack full Service Cloud console and Omni-Channel feature access.
- ✓
Salesforce Service Cloud User (or appropriate feature license)
Why this is correct
Users need Service Cloud capabilities to utilize Omni-Channel features in the console.
- ✗
Salesforce Integration License
Why it's wrong here
Integration licenses are for headless API integrations, not console agents.
About these practice questions
This Service-Con-201 question is part of Courseiva's 318-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.