MB-230 Practice Question: Configure Representative Experience and Routing
A consultant is configuring unified routing for a customer service center that handles both email and chat. The organization wants to ensure that chat conversations are routed only to agents who are currently available and have a maximum capacity of two concurrent chats. Which configuration should the consultant implement to enforce this?
⚠ Common exam trap
Many candidates confuse channel-specific settings or workstream settings with capacity profiles, which are the central mechanism for managing agent workload in unified routing.
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 a capacity profile with a unit limit of 2 for chat and assign it to the agents.
Capacity profiles are the correct way to enforce limits on the number of concurrent conversations an agent can handle. By creating a profile with a unit limit of 2 for chat and assigning it to agents, the routing engine ensures agents are not assigned more than two chats simultaneously.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Set the maximum number of sessions per agent to 2 in the chat channel settings.
Why it's wrong here
While some channel settings may allow specifying session limits, this is not the primary mechanism for enforcing capacity in unified routing. Capacity profiles are the correct feature to manage concurrent work items across channels. Channel settings alone may not integrate with the routing engine's capacity checks.
- ✓
Create a capacity profile with a unit limit of 2 for chat and assign it to the agents.
Why this is correct
Capacity profiles define the maximum number of concurrent work items an agent can handle. By creating a capacity profile with a limit of 2 for chat and assigning it to agents, the routing engine will prevent agents from being assigned more than two chats at a time, ensuring they are not overloaded.
- ✗
Configure the workstream to limit the number of active conversations per agent to 2.
Why it's wrong here
Workstreams do not have a direct setting to limit active conversations per agent. Capacity management is handled through capacity profiles, which are assigned to agents and used by the routing engine to determine if an agent can accept more work. Workstreams define routing rules but not capacity limits.
- ✗
Use a routing rule to assign chats only to agents with a capacity of 2 or more.
Why it's wrong here
Routing rules can consider agent capacity, but they do not set the capacity limit. The capacity is defined in the capacity profile. A routing rule could check if an agent has capacity, but the actual limit must be configured in the profile. This option reverses the configuration.
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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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