Service-Con-201 Omni Channel Practice Question
Support agents at a global enterprise handle both cases and leads. Management wants to ensure that agents working on high-complexity cases do not receive new leads until their case workload decreases. How should the consultant configure capacity to support this requirement?
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 Status-Based capacity with specific unit weights for Cases and Leads.
Using the Status-Based capacity model allows administrators to define different capacity weights per service channel, ensuring that specific work types consume different amounts of an agent's total capacity.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Create separate Presence Statuses that exclude Lead routing entirely.
Why it's wrong here
While possible, this forces manual status switching rather than automated capacity balancing.
- ✓
Configure Status-Based capacity with specific unit weights for Cases and Leads.
Why this is correct
Status-Based capacity allows different weights and consumption rules per service channel.
- ✗
Use Tab-Based capacity with different browser window limits.
Why it's wrong here
Tab-based capacity counts open tabs uniformly without differentiating channel weights.
- ✗
Assign agents to separate queues with exclusive routing configurations.
Why it's wrong here
Queue separation does not solve agent-level multi-channel capacity balancing.
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
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