MB-230 Practice Question: Configure Representative Experience and Routing
A consultant is configuring capacity for a team that handles both technical support cases and simple billing inquiries. They want to ensure agents can handle 2 technical cases or 5 billing inquiries at a time. What is the most efficient configuration?
⚠ Common exam trap
Candidates often think a single capacity profile can handle different consumption rules simultaneously by using complex units, overlooking the need to create distinct profiles for different work types.
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
✓
Create two capacity profiles with the respective limits and assign both to the agents.
Capacity profiles are the ideal tool for managing different types of work that consume different amounts of an agent's bandwidth. By creating distinct profiles for technical and billing work, you can set specific limits for each, ensuring agents are not overwhelmed by complex tasks while remaining productive.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Use unit-based capacity and assign 50 units per technical case.
Why it's wrong here
While unit-based capacity can work, it is less flexible for multi-channel or complex scenarios. If an agent has 100 units, they could take 2 technical cases, but managing the 5 billing inquiries simultaneously becomes a calculation of units that is harder to visualize and manage than distinct profiles.
- ✗
Configure a single queue with mixed priority for both types of cases.
Why it's wrong here
Queue priority affects the order in which items are routed, but it does not define the agent's capacity to handle concurrent items. Without a capacity configuration, the system would not know how many cases of each type the agent can manage at any given time.
- ✗
Set the agent's presence to 'Busy' after the first technical case is assigned.
Why it's wrong here
Presence is a status indicator and does not automatically calculate or enforce complex capacity limits. Manually managing presence to control workload is inefficient and prone to error, as it does not utilize the automated routing engine's ability to track and enforce defined capacity limits.
- ✓
Create two capacity profiles with the respective limits and assign both to the agents.
Why this is correct
Creating two capacity profiles—one for technical cases with a limit of 2 and one for billing with a limit of 5—allows the system to track each workload separately. This ensures that the agent never exceeds the specific limit for either category, providing precise control over their concurrent tasks.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official Microsoft exam blueprint
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