MB-230 Manage Cases in Customer Service Practice Question
An administrator is setting up unified routing in Dynamics 365 Customer Service. Which TWO components must be configured to ensure work items are correctly routed to agents? Choose 2.
⚠ Common exam trap
Candidates often confuse 'Queues' with 'Work streams'. While queues are for organization, work streams are the actual functional components required to ingest and route work items in unified 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
✓
Work streams
Configuring unified routing requires establishing work streams to intake specific record types and defining routing rule sets containing decision rules to route items. These components work together to ingest incoming work and apply organizational logic, ensuring efficient distribution across available support agent capacity.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Work streams
Why this is correct
Work streams act as containers for incoming work items of a specific channel or record type, defining routing behavior and agent capacity allocation. They are fundamental prerequisites for unified routing, grouping incoming cases before rule sets evaluate them.
- ✓
Routing rule sets
Why this is correct
Routing rule sets evaluate the attributes of incoming work items within a work stream against defined criteria to direct them to the correct queues. Without routing rule sets, work items remain unassigned within the work stream container.
- ✗
Entitlement templates
Why it's wrong here
Entitlement templates define support terms, such as service limits and allocated hours, for specific customers and products. While crucial for contract tracking and SLA enforcement, they are not structural components required to ingest and route work items.
- ✗
Duplicate detection rules
Why it's wrong here
Duplicate detection rules identify and prevent the creation of redundant records across customer service databases. They operate independently of the unified routing engine and do not contribute to distributing work items to queues or agents.
- ✗
Subject trees
Why it's wrong here
Subject trees categorize cases by topics to facilitate reporting and trend analysis across the customer service organization. Although helpful for organization, they are not mandatory components for initializing and executing unified routing logic.
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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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