Service-Con-201 Omni Channel Practice Question
An enterprise contact center is evaluating Omni-Channel Supervisor configurations. Which THREE capabilities can supervisors perform directly from the Omni-Channel Supervisor console? (Choose three.)
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
✓
Send discreet messages (Whisper) to agents during active chats
Supervisors using Omni-Channel Supervisor can open and view agent work items, whisper to agents during live chats, and change agent presence statuses when necessary.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Send discreet messages (Whisper) to agents during active chats
Why this is correct
Supervisor chat / whisper allows coaching agents during live sessions.
- ✓
Change an agent's presence status
Why this is correct
Supervisors can update agent presence states if agents forget or become unresponsive.
- ✓
Open and monitor active agent work items
Why this is correct
Supervisors can inspect active work items to monitor customer interactions.
- ✗
Permanently delete agent user profiles from Salesforce
Why it's wrong here
User deletion is an administrative setup task, not a supervisor console function.
- ✗
Modify custom fields on the parent Account record
Why it's wrong here
Supervisor is focused on real-time contact center routing and agent monitoring, not general account record editing.
About these practice questions
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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.