Service-Con-201 Omni Channel Practice Question
Universal Containers is implementing Skills-Based Routing for complex technical support issues. Which TWO steps are required to successfully configure and deploy Skills-Based Routing in Salesforce? (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
✓
Associate service channels with skills-based routing rules.
Skills-Based Routing requires defining skill requirements (often via Flows or Apex) and enabling Skills-Based Routing in Omni-Channel Settings. Service channels must also be enabled for skills-based routing.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Convert all existing Queue-based routing configurations into custom Profile assignments.
Why it's wrong here
Profiles do not replace queue-based or skills-based routing configurations.
- ✓
Associate service channels with skills-based routing rules.
Why this is correct
Service channels must be configured to support skills-based routing.
- ✗
Create a custom Apex trigger for every queue to handle skill assignment.
Why it's wrong here
Apex triggers are optional; flows or standard rule builders can also assign skill requirements.
- ✓
Enable Skills-Based Routing in Omni-Channel Settings.
Why this is correct
Enabling the feature in Omni-Channel Settings is a mandatory prerequisite.
- ✗
Assign agents directly to static routing configurations instead of queues.
Why it's wrong here
Agents are assigned via presence statuses and queues/skills, not static routing configurations.
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.