MB-230 Configure Representative Experience and Routing Practice Test 5 — 15 Questions

Question 1

A customer service manager wants to ensure that cases are automatically routed to the queue that has the fewest active cases, thereby balancing the workload across multiple queues. Which routing rule type should be configured?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Workstream assignment rule with 'Least active' method.. The 'Least active' assignment method is designed to balance workload by selecting the queue with the fewest active work items. It continuously monitors queue load and routes new work accordingly, ensuring even distribution without manual intervention.

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Queue assignment rule with 'Highest capacity' method.

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Queue assignment rule with 'Round robin' method.

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Workstream assignment rule with 'Round robin' method.

Question 2

You are configuring unified routing for a customer service center that uses skills-based routing. You need to ensure that cases requiring 'Spanish' language skill are routed only to agents who have that skill and are available. Which two components must you configure? (Choose two.)

Accepted Answer

Routing rule with skill condition. To route cases based on skills, you must define the skills on bookable resources (agents) and create a routing rule that includes a condition on the required skill. The routing rule directs cases to a queue, and the assignment method then assigns to agents who have the skill and capacity. Both components are necessary for skill-based routing.

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Skill-based routing rule

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Workstream with skill-based routing enabled

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Capacity profile with skill weighting

Question 3

A consultant is configuring unified routing for a new workstream. The organization wants to ensure that only agents who are members of a specific team are eligible to receive work items from this workstream. Which configuration should be applied?

Accepted Answer

Add the team to the workstream's 'Allowed teams' list.. The 'Allowed teams' configuration on a workstream explicitly limits routing to agents who belong to the selected teams. This is the correct way to ensure that only members of a specific team are eligible for work items from that workstream.

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Create a skill rule that requires agents to have a skill named after the team.

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Set the workstream's 'Assignment scope' to 'Team only'.

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Assign the team as a queue member and set the queue's assignment method to 'Round robin'.

Question 4

A customer service manager wants to ensure that cases are automatically routed to the queue that has the fewest active cases, thereby balancing the workload across multiple queues. Which routing rule type should be configured?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Highest capacity. Highest capacity assignment is designed to balance workloads by considering each agent's remaining capacity. It assigns the work item to the agent with the most available capacity, ensuring efficient distribution and preventing overload. Round robin, longest idle, and preferred agent do not account for current workload in the same way, so they would not meet the manager's goal.

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Round robin

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Longest idle

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Preferred agent

Question 5

You are configuring unified routing for a customer service center that handles cases from multiple channels, including email and chat. The organization wants to ensure that chat conversations are routed to agents who are currently working on chat and have capacity, while emails are routed to a general queue. Which configuration should you implement?

Accepted Answer

Create separate workstreams for email and chat, each with its own routing rules and queues.. Unified routing requires a separate workstream for each channel. By creating distinct workstreams for email and chat, you can configure channel-specific routing rules, queues, and capacity profiles. This ensures chat conversations are routed to agents with chat capacity, while emails go to a general queue. This separation is fundamental to unified routing architecture.

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Use a single queue for both channels and rely on agent skills to differentiate.

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Create a single workstream for both channels and use routing rules to differentiate.

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Configure a single workstream with multiple channels and assign different queues per channel.

Question 6

You are setting up unified routing for a customer service department. The department wants to route cases based on the customer's location. You have created a workstream and added a rule that routes cases from 'Europe' to the 'EU Support' queue. However, you find that cases from European customers are still going to the default queue. You have verified that the customer's country is correctly set on the case. What should you check next?

Accepted Answer

Verify that the rule's condition is using the correct field and operator, such as 'Country' equals 'Europe'.. In unified routing, rule conditions must be precisely configured to match the data on the record. If the condition references an incorrect field or uses an operator that does not align with the data format, the rule will not evaluate to true, and the case will fall through to the default queue. Verifying the condition logic is a key troubleshooting step.

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Ensure that the workstream is activated and the rule is enabled.

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Ensure that the workstream is set as the default workstream for the Case entity.

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Check that the 'EU Support' queue has agents assigned to it.

Question 7

You are configuring unified routing for a customer service center. The organization wants to ensure that when a work item is assigned to an agent, the agent has at least 15 minutes of available capacity before the work item's estimated duration. Which component of unified routing should you configure to enforce this requirement?

Accepted Answer

Capacity profile. The capacity profile is the correct component because it defines the maximum workload and the time-based capacity for agents. By setting the time-based capacity to 15 minutes, the system ensures that an agent must have at least 15 minutes of available capacity before being assigned a work item, directly meeting the requirement.

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Assignment method

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Queue

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Workstream

Question 8

You are configuring unified routing for a customer service center that uses both email and chat channels. The organization wants to ensure that email cases are routed to the 'Email Support' queue and chat conversations are routed to the 'Chat Support' queue. You have created separate workstreams for each channel. Which two actions must you perform to ensure that each channel uses its respective workstream? (Choose two.)

Accepted Answer

In each workstream, configure the 'Channel' condition to match the respective channel (Email or Chat).. To ensure that each channel uses its designated workstream, you must scope each workstream to the specific channel by adding a channel condition, and you must configure route-to-queue rules within each workstream to direct work items to the correct queue. These two actions together ensure that email cases go to the Email Support queue and chat conversations go to the Chat Support queue.

Answer

Enable 'Unified routing' for both the Email and Chat channels in the channel settings.

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Create a single workstream with multiple rules that route based on the channel field.

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Set the 'Email' workstream as the default workstream for the Case entity.

Question 9

You are configuring unified routing for a customer service center. The organization wants to ensure that cases requiring a 'Supervisor' skill are automatically escalated to a queue monitored by team leads. You have already created the skill and the queue. Which component must be configured to evaluate incoming cases and route them to the correct queue based on the presence of the 'Supervisor' skill?

Accepted Answer

Routing rule set. Routing rule sets are the decision engine in unified routing. They evaluate conditions, such as the presence of a required skill, and then execute actions, like routing to a specific queue. The workstream provides the channel configuration, the queue is the destination, and the assignment method distributes work to agents. Only the routing rule set can inspect the case and determine the correct queue based on the 'Supervisor' skill.

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Workstream

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Queue

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Assignment method

Question 10

You are configuring unified routing for a customer service center. The organization wants to ensure that when a customer initiates a chat from the web portal, the conversation is automatically routed to a queue based on the customer's product category, which is stored in a custom field on the contact record. You have already created the workstream and the queues. What should you do next to achieve this requirement?

Accepted Answer

Create a routing rule set on the workstream that evaluates the contact's product category field and routes to the appropriate queue.. Unified routing uses routing rule sets to evaluate conditions and determine the destination queue. The product category field on the contact can be used as a condition in the rule set. This allows dynamic routing without code. Other options either use unsupported methods or address a different stage of routing.

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Set up an assignment rule that assigns the conversation to an agent with the matching product category skill.

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Configure a classic workflow that updates the conversation record with the queue ID when a chat starts.

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Modify the chat widget code to include the product category as a context variable and then map it to a queue in the workstream.

Question 11

You are configuring unified routing for a new support channel. You need to ensure that work items are routed to agents based on their skills and that agents are only assigned work when they have available capacity. Which two components must be configured and associated with the workstream to achieve this? (Choose two.)

Accepted Answer

Capacity profile. The capacity profile ensures agents are only assigned work when they have available capacity, while the skill-based routing rule ensures work is matched to agents with the required skills. These two components are essential to meet the routing requirements based on skills and capacity.

Answer

Workstream

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Queue

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Assignment method

Question 12

You are configuring unified routing for a customer service center. You need to create a workstream that routes cases from the 'Support' queue. The workstream must assign cases to agents based on the 'Priority' field on the case, with separate assignment rules for 'High' and 'Low' priority. What should you configure first to enable priority-based routing?

Accepted Answer

Create a routing rule set with conditions on the 'Priority' field and associate it with the workstream.. Priority-based routing in unified routing requires a routing rule set that evaluates the 'Priority' field. The rule set is associated with a workstream and contains rules that direct work items to different queues or assignment methods based on the field value. This enables conditional branching without manual intervention.

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Enable a queue-level setting to automatically escalate high-priority cases to a dedicated queue.

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Configure an assignment method that uses the 'Priority' field as a sorting criterion for agents.

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Create a separate workstream for each priority level and manually assign cases to the appropriate workstream.

Question 13

A customer service manager wants to ensure that cases are automatically routed to the queue that has the fewest active cases, thereby balancing the workload across multiple queues. Which routing rule type should be configured?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Set the case entity's read privilege to User level and remove the assign privilege for the Customer Service Representative role.. To limit agents to seeing only their own or their team's cases, the read privilege on the case entity must be set to User. To prevent reassignment, the assign privilege should be removed. These are configured in the security role. Other options either grant too much visibility or use inappropriate mechanisms.

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Configure field security profiles to hide the owner field and disable the reassign button.

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Create a custom entity for cases and assign it to agents with user-level permissions.

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Set the case entity's read privilege to Business Unit level and remove the write privilege.

Question 14

You are configuring unified routing for a customer service center that handles cases, emails, and chats. The organization wants to ensure that when an agent rejects a work item, it is automatically routed to another agent with the same skills. You have already set up the workstream and assignment methods. Which configuration should you modify to enable automatic reassignment on rejection?

Accepted Answer

In the workstream's assignment method, enable the 'Reassign on rejection' option and set the maximum number of reassignment attempts.. Automatic reassignment on rejection is configured in the assignment method of a workstream. By enabling 'Reassign on rejection' and setting a maximum number of attempts, the system will automatically find another suitable agent when the current agent rejects the work item. This ensures efficient handling without manual intervention.

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In the agent's personal settings, enable the 'Auto-reassign on reject' checkbox so that rejected items are returned to the queue.

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In the queue's advanced settings, configure a rule that triggers on rejection to move the item back to the queue.

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In the routing rule set, add a rule that evaluates the 'Rejected' status and routes the item to a different queue.

Question 15

You are configuring a queue for a customer service team. The team wants to ensure that cases are assigned to agents based on their current workload, but they also want to prioritize cases with higher priority. Which assignment method should you use?

Accepted Answer

Priority-based assignment. To assign cases based on workload while prioritizing high-priority cases, you should use the Highest capacity assignment method and configure prioritization rules in the workstream. Highest capacity ensures agents with the most available capacity receive cases, balancing workload. Prioritization rules ensure that high-priority cases are processed first. This combination meets both requirements without custom code.

Answer

Round robin

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Custom assignment

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Highest capacity