Service-Con-201 Omni Channel Practice Question
Universal Containers has multiple support queues and wants to prioritize work items so that critical cases are routed before standard chat requests. Which TWO settings on a Routing Configuration influence work prioritization? (Choose two.)
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
✓
Routing Model selection
Routing Configurations use Priority (numerical order) and Routing Model (e.g., Most Available, Round Robin) to determine how work items are ordered and delivered.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Service Channel object type icon
Why it's wrong here
Icons are purely visual UI elements.
- ✓
Routing Model selection
Why this is correct
Routing models (Round Robin, Most Available) govern how work is distributed among agents.
- ✗
Agent Profile name
Why it's wrong here
Profiles control user permissions, not work item priority.
- ✗
Queue membership list size
Why it's wrong here
Queue size does not impact routing priority.
- ✓
Routing Configuration Priority value
Why this is correct
Priority values determine the relative order of work items across queues.
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.