Service-Con-201 Omni Channel Practice Question
An administrator is configuring Skills-Based Routing with extra capacity rules. If an agent with the required primary skill is not available within 5 minutes, the system should broaden the skill requirement by dropping secondary skills. How should this be implemented?
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
✓
Configure Drop-off Rules in Skills-Based Routing setup.
Advanced Skills-Based Routing configuration allows defining drop-off rules where secondary skills are dropped after a specified time interval to increase the pool of eligible agents.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Use Queue Overflow settings.
Why it's wrong here
Queue overflow handles queue-to-queue routing, not skill attribute relaxation.
- ✗
Set up a Workflow Rule on the AgentWork object.
Why it's wrong here
Workflow rules do not support skills-based drop-off logic.
- ✗
Adjust the Push Timeout on the Presence Status.
Why it's wrong here
Push timeout handles offer duration, not skill relaxation.
- ✓
Configure Drop-off Rules in Skills-Based Routing setup.
Why this is correct
Drop-off rules automatically remove secondary skills after a set time to help clear queue backlogs.
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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
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