MB-230 Practice Question: Configure Representative Experience and Routing
An organization uses unified routing in Dynamics 365 Customer Service. Agents are assigned to queues, and work items are routed based on agent capacity. You notice that high-priority chats are waiting in the queue while low-priority cases are being assigned to agents who have available capacity. You need to ensure that high-priority work items are assigned before lower-priority items. What should you do?
⚠ Common exam trap
Candidates often assume agent capacity is the sole bottleneck and mistakenly try to increase capacity limits or create separate queues, overlooking prioritization rules 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
✓
Configure work item prioritization rules within the unified routing work stream to evaluate incoming records and order them by priority.
Configuring work item prioritization in unified routing allows you to evaluate incoming work streams using specific rules and criteria. By defining prioritization rules, high-priority work floats to the top of the queue and is assigned to eligible agents ahead of standard or low-priority items, resolving the backlog issue without modifying agent capacity profiles or manual dispatching.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Increase the maximum capacity limit for all agents assigned to the queue so they can process multiple chats simultaneously.
Why it's wrong here
Increasing agent capacity allows agents to handle more concurrent work items, but it does not change the order in which items are pulled from the queue, meaning low-priority items would still be assigned prematurely if they sit ahead in the queue backlog.
- ✗
Create a dedicated queue specifically for chats and assign your most experienced tier-two agents to monitor that queue exclusively.
Why it's wrong here
Queue membership and agent experience do not alter routing priority; unified routing still assigns work by capacity, so low-priority cases continue to reach available agents first. Priority-based assignment requires configuring work item priority rules in unified routing, which this queue restructure never touches.
- ✓
Configure work item prioritization rules within the unified routing work stream to evaluate incoming records and order them by priority.
Why this is correct
Work item prioritisation rules in the unified routing work stream let you define conditions that rank incoming records, so high-priority chats are matched to agents ahead of low-priority cases. This directly satisfies the requirement to assign high-priority work items before lower-priority ones, rather than relying on capacity alone.
- ✗
Modify the default assignment method from round-robin to highest capacity to force the system to look for agents with the most available bandwidth.
Why it's wrong here
Highest-capacity assignment still ranks agents by available bandwidth, so low-priority cases continue reaching idle agents ahead of queued high-priority chats. It is tempting because capacity-based routing sounds prioritised, but it would be correct if the goal were maximising agent utilisation rather than enforcing priority order.
Visual reference
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
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