MB-230 Practice Question: Configure Representative Experience and Routing
You are configuring a queue for a new support team. The manager wants the system to assign incoming cases to agents in a rotating order, ensuring each agent receives a similar number of cases over time. Which assignment method should you select for the queue?
⚠ Common exam trap
Many candidates confuse round robin with highest capacity, but highest capacity prioritizes agents with more available capacity rather than rotating evenly.
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
✓
Round robin
Round robin is the assignment method that distributes work items to agents in a rotating sequence, which balances the number of cases each agent receives over time. The other methods focus on capacity, idleness, or specific relationships, and do not provide the even, rotating distribution that the manager wants.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Least active
Why it's wrong here
Least active assigns to the agent who has been idle the longest. This can help with fairness but is not a rotating order; it may repeatedly assign to the same agent if others are busy. It does not ensure a similar number of cases per agent over time.
- ✗
Highest capacity
Why it's wrong here
Highest capacity assigns the work item to the agent with the most available capacity. While it balances load, it does not rotate in a predictable order and may favor agents who free up faster. It does not guarantee an even distribution over time as explicitly as round robin.
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Preferred agent
Why it's wrong here
Preferred agent routing assigns work to a specific agent based on a relationship, such as a previous owner. This is not a rotating method and would not distribute cases evenly among team members. It is used for continuity, not load balancing.
- ✓
Round robin
Why this is correct
Round robin assignment distributes work items evenly among available agents in a rotating fashion. This method is designed to balance the workload over time, ensuring each agent gets a similar number of cases, which matches the manager's requirement.
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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