MB-230 Practice Question: Configure Representative Experience and Routing
A consultant is configuring unified routing for a customer service center. The organization wants to route incoming cases based on the skill level of agents. The consultant needs to ensure that cases requiring a 'Technical' skill level of 3 or higher are only assigned to agents who meet this proficiency. Which TWO components must be configured to achieve this requirement? (Choose two.)
⚠ Common exam trap
The trap here is assuming that queue assignment rules or capacity profiles alone can enforce skill-based routing, when in fact both skill definitions on agents and skill-based routing rules are required.
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
✓
Skill-based routing rules in the workstream.
To route cases based on agent skills, you must define the required skills and proficiency levels in the workstream's routing rules and ensure that agents have those skills and proficiency levels set in their user profiles. The routing engine then matches cases to agents who meet the criteria.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Queue assignment rules based on case priority.
Why it's wrong here
Queue assignment rules based on case priority determine which queue a case goes to, not which agent. The requirement is about matching agent skills to case needs, so priority-based queue rules are not relevant. Skill-based routing focuses on agent capabilities, not case priority.
- ✗
Capacity profiles for each agent.
Why it's wrong here
Capacity profiles define how many concurrent cases an agent can handle, which is important for workload management but not for skill matching. The scenario specifically requires routing based on skill level, so capacity profiles alone do not fulfill the requirement. They are used in conjunction with skill-based routing but are not the primary component.
- ✓
Skill-based routing rules in the workstream.
Why this is correct
Skill-based routing rules in the workstream allow you to define conditions that match case requirements to agent skills. By specifying that the 'Technical' skill must be 3 or higher, the routing engine will only consider agents who meet that proficiency. This is a core component of unified routing for skill-based assignment.
- ✗
Presence status synchronization with Microsoft Teams.
Why it's wrong here
Presence status synchronization ensures that agent availability is reflected in Dynamics 365, which is important for routing but does not address skill-based matching. The requirement is to route based on technical skill level, so presence status is not directly relevant. It is a supporting feature for agent availability.
- ✓
Agent skills and proficiency levels in the user profile.
Why this is correct
For skill-based routing to work, each agent must have the relevant skills and proficiency levels defined in their user profile. Without accurate skill data, the routing engine cannot match cases to agents. The proficiency level (e.g., 3) is used to evaluate against the case requirements.
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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
This MB-230 practice question is part of Courseiva's free Microsoft 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 MB-230 exam.