MB-230 Practice Question: Configure Representative Experience and Routing
A customer service manager wants to ensure that cases created from the 'Platinum' tier customers are automatically routed to a dedicated queue named 'Platinum Support'. The routing should occur as soon as the case is created. What should you configure?
⚠ Common exam trap
The trap here is thinking that setting priority or using an assignment method will route to a queue, when only a condition-based routing rule can direct cases to a specific queue based on attributes.
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
✓
A queue with a condition-based routing rule that checks the customer tier.
Condition-based routing rules are used to evaluate case attributes and route cases to specific queues. By creating a rule that checks the customer tier and routes to the 'Platinum Support' queue, you ensure that Platinum cases are automatically directed to the correct queue upon creation.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
A queue with a condition-based routing rule that checks the customer tier.
Why this is correct
Condition-based routing rules in unified routing allow you to evaluate case attributes such as customer tier. By creating a rule that checks if the customer tier is 'Platinum', you can automatically route those cases to the 'Platinum Support' queue upon creation, meeting the requirement for immediate routing.
- ✗
A workstream that uses a round-robin assignment method to distribute cases evenly.
Why it's wrong here
A workstream with round-robin assignment distributes cases among agents, but it does not route based on customer tier. It also does not target a specific queue. The requirement is to route Platinum cases to a dedicated queue, which requires a condition-based routing rule.
- ✗
A routing rule that sets the case priority to 'High' for Platinum customers.
Why it's wrong here
Setting priority to 'High' does not route the case to a specific queue; it only changes the priority attribute. While priority can influence routing, it does not guarantee that the case goes to the 'Platinum Support' queue. The requirement specifically asks for routing to a dedicated queue.
- ✗
A workflow that assigns the case to a specific agent in the Platinum Support queue.
Why it's wrong here
A workflow that assigns to a specific agent does not route to a queue; it bypasses the queue and directly assigns the case. The requirement is to route to a queue, not to an individual agent. Additionally, workflows are part of classic routing, not unified routing's condition-based routing.
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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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