MB-230 Practice Question: Configure Representative Experience and Routing
A customer service manager wants to ensure that cases are automatically assigned to agents based on their availability and current workload. The manager has enabled unified routing and created a queue with the 'Round Robin' assignment method. However, agents are reporting that they are receiving cases even when they are at maximum capacity. What should you configure to prevent this?
⚠ Common exam trap
Test-takers frequently confuse presence-based routing with capacity management, or assuming that assignment methods like Round Robin inherently enforce capacity limits.
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
✓
Configure a capacity profile and assign it to the queue to define the maximum number of cases each agent can handle.
Capacity profiles are the mechanism in unified routing to define the maximum workload for agents. They specify the maximum number of cases an agent can handle simultaneously. When a capacity profile is associated with a queue, the routing engine will not assign additional cases to agents who have reached their limit, preventing overloading.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Enable 'Presence-based routing' so that only agents with 'Available' status receive cases.
Why it's wrong here
Presence-based routing ensures that only agents with an available presence status are considered for assignment. However, it does not limit the number of cases an agent can handle. An agent could still be assigned multiple cases while available, exceeding their capacity. Presence and capacity are separate concepts.
- ✗
Set the queue's 'Maximum assigned cases' to a specific number in the queue settings.
Why it's wrong here
There is no queue setting called 'Maximum assigned cases' in unified routing. Capacity is controlled through capacity profiles, which are separate configurations. Attempting to set a maximum directly on the queue is not supported and would not resolve the issue.
- ✓
Configure a capacity profile and assign it to the queue to define the maximum number of cases each agent can handle.
Why this is correct
Capacity profiles define the maximum workload for agents. When assigned to a queue, unified routing respects these limits and will not assign cases to agents who have reached their capacity. This directly addresses the problem of agents receiving cases when at maximum capacity, ensuring fair distribution and preventing overload.
- ✗
Set the queue's assignment method to 'Highest Capacity' instead of 'Round Robin'.
Why it's wrong here
Highest Capacity assigns work to agents with the most available capacity, but it does not enforce a maximum capacity limit. Agents could still be assigned cases beyond their capacity if the system determines they have the highest capacity relative to others. The issue is not the assignment method but the absence of a capacity profile.
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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.