MB-230 Practice Question: Configure Representative Experience and Routing
A customer service organization uses Dynamics 365 Customer Service. They have a requirement that all cases created from the 'Web' channel must be automatically assigned to a queue named 'Web Support' and then distributed to agents using round-robin assignment. The consultant has already created the 'Web Support' queue and set its assignment method to round-robin. What should the consultant do next to ensure cases from the Web channel are routed to this queue?
⚠ Common exam trap
The trap here is assuming that queue filters or channel defaults can handle conditional routing, when routing rule sets are the intended tool for attribute-based 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 routing rule set with a rule that checks if the case origin is 'Web' and routes to the 'Web Support' queue.
Routing rule sets are the correct feature to automatically route cases to a queue based on conditions such as case origin. They ensure that cases from the Web channel are directed to the 'Web Support' queue, where the round-robin assignment method will distribute them to agents.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Create a routing rule set with a rule that checks if the case origin is 'Web' and routes to the 'Web Support' queue.
Why this is correct
Routing rule sets are used to automatically route cases to queues based on conditions. By creating a rule that evaluates the case origin field and routes to the 'Web Support' queue, the case will be directed appropriately. This is the standard method for channel-based routing in Dynamics 365 Customer Service.
- ✗
Configure the 'Web Support' queue to only accept cases with origin 'Web' by setting the queue's filter.
Why it's wrong here
Queues do not have a built-in filter to accept only certain cases based on origin. While you can set up queue rules to move cases, they do not prevent cases from being added. Routing rule sets are the correct mechanism to route cases to a specific queue based on attributes like origin.
- ✗
Set the default queue for the Web channel to 'Web Support' in the channel configuration.
Why it's wrong here
While some channels may allow specifying a default queue, this is not a universal feature and does not provide conditional routing. The requirement is to route based on case origin, which may not always align with the channel. Routing rule sets offer a more precise and flexible way to route based on any case attribute.
- ✗
Create a workflow that assigns the case to the 'Web Support' queue when the case origin is 'Web'.
Why it's wrong here
A workflow can assign a case to a queue, but it is not the recommended approach for routing because it may not trigger in real-time and lacks the flexibility of routing rule sets. Routing rule sets are designed specifically for this purpose and provide a more robust and maintainable solution.
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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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