MB-230 Manage Cases in Customer Service Practice Question
You are a functional consultant at Fabrikam, Inc., configuring Dynamics 365 Customer Service. The service team uses queues to organize cases. A manager reports that cases assigned to a queue are not being routed to agents based on their skills. You need to ensure that cases are automatically assigned to the most qualified agent. What should you implement?
⚠ Common exam trap
The trap here is assuming that any queue routing can route by skills; only unified routing with skill-based rules provides that capability natively.
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 unified routing with skill-based routing rules.
Unified routing is the modern routing engine in Dynamics 365 Customer Service that supports skill-based routing. By defining skills for agents and setting up routing rules that match case requirements to agent skills, you ensure cases go to the most qualified agent. This native feature also handles capacity, presence, and prioritization, providing a comprehensive solution for the scenario.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Set up a workflow that assigns cases to agents based on a custom skill field.
Why it's wrong here
A custom workflow could be developed to read a skill field and assign cases, but it would require custom code and maintenance. Unified routing provides native skill-based routing without development. Using a workflow is not the recommended approach and may not integrate with other routing features like capacity and presence, making it less effective.
- ✗
Use the classic queue routing with round-robin assignment.
Why it's wrong here
Round-robin assignment distributes cases evenly among agents in a queue but does not consider agent skills. It simply rotates through available agents, which could assign a case to an agent who lacks the necessary expertise. This approach does not meet the requirement for skill-based routing and could lead to inefficiencies.
- ✗
Create a queue with a routing rule that assigns cases to agents based on their capacity.
Why it's wrong here
Capacity-based routing assigns cases based on the number of active cases an agent has, not their skills. While it helps balance workload, it does not consider the specific skills required for a case. The scenario explicitly requires routing based on skills, so capacity-based routing alone would not meet the requirement.
- ✓
Configure unified routing with skill-based routing rules.
Why this is correct
Unified routing in Dynamics 365 Customer Service supports skill-based routing, allowing you to define skills for agents and route cases to those with matching skills. This ensures that cases are assigned to the most qualified agent. Unified routing also considers capacity and other factors, but the skill-based component directly addresses the requirement.
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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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