MB-230 Practice Question: Configure Representative Experience and Routing
Exhibit
{
"routing_rule": {
"name": "High Priority Route",
"conditions": [
{ "field": "prioritycode", "operator": "equals", "value": 1 },
{ "field": "customerid_type", "operator": "equals", "value": "account" }
],
"output": {
"queue": "Priority Tier 1"
}
}
}Refer to the exhibit. An administrator has configured the routing logic shown in the JSON snippet. A new case is created where the priority is set to 'High' (value 1) and the customer is a 'Contact'. Which of the following statements correctly describes what will happen to this case?
⚠ Common exam trap
Students often assume that if the primary field (Priority) matches, the rule triggers. However, every condition in a single rule block must be true for the output to be executed.
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
✓
The case will not be routed by this specific rule because the customer type condition is not met.
The routing rule logic uses an implicit 'AND' condition for the fields defined in the conditions array. Because the case's customer is a 'Contact' rather than an 'Account', the second condition fails. As a result, the rule will not trigger, and the case will fall through to the next rule in the set or the default queue.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The case will be routed to the 'Priority Tier 1' queue because the priority is High.
Why it's wrong here
This statement is incorrect because it ignores the second condition in the rule logic. For the rule to execute, both the priority must be 1 and the customer type must be an account. Since the customer is a contact, the logic evaluates to false, and the output is skipped.
- ✗
The case will remain unassigned and will not be moved to any queue.
Why it's wrong here
While this specific rule fails, cases in Dynamics 365 are typically processed by a sequence of rules. If no rules match, the case usually remains in the default system queue or is handled by a catch-all rule, rather than simply existing in a state of no assignment at all.
- ✗
The rule will fail to evaluate because 'customerid_type' is not a valid field for routing.
Why it's wrong here
In Dynamics 365, 'customerid_type' is a valid attribute used to distinguish between account and contact records in polymorphic lookups. The system can evaluate this field in routing rules to ensure that cases are handled differently based on the type of customer entity associated with the record.
- ✓
The case will not be routed by this specific rule because the customer type condition is not met.
Why this is correct
This is correct because the rule requires the customer to be an 'account'. Since the case is associated with a 'contact', the criteria for this specific routing rule are not satisfied, and the system will continue to evaluate other rules in the routing rule set for a match.
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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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