MB-230 Practice Question: Configure Representative Experience and Routing
An administrator notices that some cases are not being assigned to agents despite there being available agents in the queue. You need to troubleshoot this issue using the Routing Diagnostics tool. What is the first thing you should check in the diagnostics record?
⚠ Common exam trap
Candidates often check the 'Intake Rule' first. However, if the case is already in a queue (as the stem implies), the intake rule has already worked; the problem lies in the assignment phase.
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
✓
Check the 'Assignment' stage to see the 'Matched Agents' and 'Reason for Skip' data.
Routing Diagnostics provide a detailed trace of how a record moved through the routing engine. The first step is to check the 'Assignment' section of the diagnostic record. This will reveal why the system skipped certain agents, such as failing to meet skill requirements or having insufficient capacity, pinpointing the exact reason for the failure.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Verify the 'Intake Rule' evaluation to see if the case was sent to the wrong workstream.
Why it's wrong here
If the case is already appearing in the queue, the intake rule and workstream identification have been completed successfully. Checking the intake rule would only be useful if the case was missing entirely or ended up in the wrong department's queue, which is not the issue here.
- ✓
Check the 'Assignment' stage to see the 'Matched Agents' and 'Reason for Skip' data.
Why this is correct
The 'Assignment' stage in Routing Diagnostics lists all agents in the queue and explains why they weren't chosen. Common reasons include 'Agent is at capacity', 'Presence does not match', or 'Missing required skills'. This is the most direct way to understand why available agents are not receiving work.
- ✗
Review the 'Classification' stage to ensure the case priority was set correctly.
Why it's wrong here
Classification rules update record attributes but do not perform the assignment. While a priority might affect *when* a case is assigned relative to others, it wouldn't prevent assignment entirely if agents are available. The primary troubleshooting for non-assignment should focus on the assignment logic itself.
- ✗
Check the 'Live Work Item' record to see if it has been marked as 'Completed'.
Why it's wrong here
A 'Completed' status would mean the case was already handled. The issue described is that the case is active but unassigned. Looking at the work item status won't tell you *why* the routing engine failed to find a match; only the diagnostic trace provides that level of detail.
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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.