Service-Con-201 Omni Channel Practice Question
An administrator has created a new Omni-Channel Routing Configuration for tier-2 support cases. Where must this Routing Configuration be linked so that cases start routing through 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
✓
To the Salesforce Queue responsible for holding tier-2 cases.
Routing configurations must be associated directly with a Salesforce Queue so that work items routed to that queue follow the routing configuration rules.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
To the Salesforce Queue responsible for holding tier-2 cases.
Why this is correct
Routing configurations are assigned to Queues to dictate how work items in that queue are routed.
- ✗
To the Omni-Channel Supervisor configuration layout.
Why it's wrong here
Supervisor configurations control supervisor monitoring views, not case routing.
- ✗
Directly to the User Profile or Permission Set.
Why it's wrong here
Users are assigned presence statuses and permissions, not routing configurations directly.
- ✗
To the Service Channel definition settings.
Why it's wrong here
Service channels define the object type (e.g., Case, Chat), not the specific routing rules.
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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.