Service-Con-201 Omni Channel Practice Question
An administrator writes an Omni-Channel Flow to route incoming cases. During testing, the flow fails to route work items because the flow interview cannot identify the correct work item ID. What object is typically passed into the Omni-Channel Flow from the routing configuration to initiate routing?
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
✓
Record ID (e.g., Case ID)
Omni-Channel flows receive context via variables such as the Record ID (the work item) and Routing Configuration ID.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Record ID (e.g., Case ID)
Why this is correct
The source record ID is passed into the flow to enable record-based decision making and routing.
- ✗
ServiceChannel
Why it's wrong here
ServiceChannel defines the object type, not the specific work record ID.
- ✗
AgentWork
Why it's wrong here
AgentWork is created after routing is initiated, not passed into the initial flow trigger.
- ✗
User Presence ID
Why it's wrong here
User presence tracks agent availability, not incoming work item context.
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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.