Service-Con-201 Omni Channel Practice Question
An administrator needs to create a new status that allows agents to receive chat work items while temporarily blocking incoming phone calls via Open CTI. Which feature should the administrator configure?
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
✓
A new Presence Status with the Chat channel enabled and the Phone channel excluded.
Presence Statuses allow administrators to map service channels to specific statuses, controlling which types of work an agent can receive simultaneously.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
A Routing Configuration with a capacity weight of zero for phone calls.
Why it's wrong here
Capacity weights affect capacity consumption, not whether a channel is toggled on or off in a status.
- ✗
A custom Profile with restricted Service Channel permissions.
Why it's wrong here
Profiles control object and feature access, but not real-time Omni-Channel availability states.
- ✗
A Permission Set specifying active Omni-Channel routing channels.
Why it's wrong here
Permission sets grant access to Omni-Channel itself, not real-time status channel toggles.
- ✓
A new Presence Status with the Chat channel enabled and the Phone channel excluded.
Why this is correct
Presence Statuses map directly to specific Service Channels to control which workloads are routed to agents.
About these practice questions
Courseiva writes every Service-Con-201 question from scratch — 318 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or 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.