MB-230 Practice Question: Configure Representative Experience and Routing
A customer service manager wants to ensure that when an agent is assigned a case, the case is automatically locked to prevent other agents from working on it simultaneously. Which feature should the consultant configure to achieve this?
⚠ Common exam trap
The trap here is assuming that unified routing or presence status automatically locks records, when record locking is a separate, explicit configuration.
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
✓
Record locking
Record locking ensures that only one agent can edit a case at a time. When an agent opens a case, it becomes locked, and other agents see a read-only view or a message indicating the record is locked. This prevents conflicting updates. The feature is configured in the Customer Service admin center, often under 'Agent experience' or 'Record locking' settings. Presence status, unified routing, and session templates serve different purposes and do not provide record locking.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Session templates
Why it's wrong here
Session templates define the layout and tabs that appear when an agent works on a case. They do not control record locking. Session templates are about the user interface and agent productivity, not about preventing concurrent access to records.
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Unified routing
Why it's wrong here
Unified routing is the overall framework for distributing work items to agents based on skills and capacity. While it can assign cases to agents, it does not inherently lock records. Locking is a distinct feature that must be enabled separately, often through session or record settings.
- ✓
Record locking
Why this is correct
Record locking is a feature that automatically locks a record when an agent opens it, preventing other agents from editing it simultaneously. This is exactly what the manager wants. It can be configured in the Customer Service admin center under agent experience settings.
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Presence status
Why it's wrong here
Presence status indicates an agent's availability, such as available or busy. It does not control record locking. Presence helps routing decide whether to assign work to an agent, but it does not prevent multiple agents from opening the same case. Record locking is a separate configuration.
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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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