Service-Con-201 Omni Channel Practice Question
Universal Containers uses the Tab-Based capacity model for Omni-Channel. An agent has an open chat session and three open case tabs. If the agent's capacity is set to 4, what happens when a new high-priority chat arrives?
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
✓
The chat is held in the queue until the agent closes a tab or capacity frees up.
In the Tab-Based capacity model, capacity is consumed based on the number of open browser tabs associated with Omni-Channel work items, regardless of unit weights. Since the agent has 4 tabs open and capacity is 4, they are at full 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.
- ✗
The chat is routed to the agent immediately.
Why it's wrong here
The agent's capacity is fully consumed by the 4 open tabs.
- ✓
The chat is held in the queue until the agent closes a tab or capacity frees up.
Why this is correct
With tab-based capacity, open tabs equal consumed capacity points.
- ✗
The agent's capacity temporarily increases to accommodate the new chat.
Why it's wrong here
Capacity limits are hard limits defined by the user's presence status or profile settings.
- ✗
The oldest tab is automatically closed to make room for the chat.
Why it's wrong here
Omni-Channel never automatically closes tabs without agent action.
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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