MB-230 Manage Cases in Customer Service Practice Question
An organization uses Dynamics 365 Customer Service and requires that when a high-priority case is created, the system must automatically route the case to the senior support queue based on specific matching attributes. Which feature should you configure to achieve this requirement?
⚠ Common exam trap
Candidates often choose 'Assignment Rules.' While legacy systems used these, modern 'Unified Routing' specifically utilizes 'Route-to-queue' rules to evaluate criteria and direct items to the correct queue.
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
✓
Unified routing rules
Unified routing uses a robust set of rules including work classification and route-to-queue rules to evaluate incoming work items against predefined criteria and send them to the appropriate queues without manual intervention. This streamlines operations, ensures high-priority issues reach specialized agents quickly, and meets service-level agreement commitments consistently in high-volume environments.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Parent-child case settings
Why it's wrong here
Parent-child case settings establish hierarchical relationships between a main case and sub-cases, allowing agents to manage related issues together. However, this functionality does not evaluate attributes to assign incoming work items to designated queues automatically, making it unsuitable for automated routing requirements.
- ✗
Case resolution dialogs
Why it's wrong here
Case resolution dialogs prompt agents for necessary details when closing a case, capturing final notes and billable time. This feature focuses strictly on the termination phase of the case lifecycle and plays no role in evaluating incoming attributes for automated queue assignment.
- ✓
Unified routing rules
Why this is correct
Unified routing uses work classification and routing rule sets to evaluate incoming records, such as high-priority cases, against defined criteria. It automatically matches and assigns these items to the correct queues, ensuring they reach qualified senior support agents immediately.
- ✗
Customer service schedule calendars
Why it's wrong here
Customer service schedule calendars define working hours, holidays, and non-working days for organizations and service level agreements. While vital for calculating service targets and milestone compliance, calendars do not perform attribute-based matching or route work items to queues.
About these practice questions
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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.