Service-Con-201 Omni Channel Practice Question
Universal Containers wants to ensure that when an agent declines a work offer in Omni-Channel, specific administrative actions occur. Which TWO options can be configured for agent decline behavior on a Presence Status? (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
✓
Push the work item back to the queue
Presence status decline behaviors allow administrators to specify whether declining pushes the work back to the queue immediately and whether the agent's status changes.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Transfer ownership to the supervisor
Why it's wrong here
Declined work returns to the queue, not direct supervisor ownership.
- ✗
Automatically close the work item record
Why it's wrong here
Omni-Channel never automatically closes records upon agent decline.
- ✓
Push the work item back to the queue
Why this is correct
Declined work can be sent back to the queue for rerouting.
- ✓
Automatically change the agent's presence status
Why this is correct
Administrators can configure statuses to change to offline or away upon decline.
- ✗
Escalate the work item priority weight instantly
Why it's wrong here
Priority escalation requires routing configuration rules or flows, not decline settings.
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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.