MB-230 Practice Question: Configure Representative Experience and Routing
You are configuring a workstream for a new chat channel in Dynamics 365 Customer Service. You need to define how the system evaluates agent availability and workload. Which TWO methods can you use to define capacity within a workstream? Each correct answer presents a complete solution.
⚠ Common exam trap
A common mistake is selecting 'Presence' or 'Skill-set' as a capacity method. While those are part of the assignment process, they do not define the actual numerical workload or profile limits for the agent.
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
✓
Unit-based capacity
In Dynamics 365 Unified Routing, capacity can be managed either through unit-based capacity or capacity profiles. Unit-based capacity assigns a numerical value to an agent's total bandwidth, while capacity profiles allow for more granular control by defining specific limits for different types of work, such as limiting an agent to only two simultaneous high-priority chats.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Presence-based capacity
Why it's wrong here
Presence-based logic determines if an agent is online or away, but it does not define the volume of work they can handle. It acts as a gatekeeper for assignment rather than a measurement of the agent's total capacity or workload limits within the workstream.
- ✓
Unit-based capacity
Why this is correct
Unit-based capacity allows administrators to assign a specific number of capacity units to agents. Each incoming work item consumes a fixed amount of these units, and the system prevents further assignments once the agent's total available units reach zero, ensuring manageable workloads.
- ✗
Skill-based capacity
Why it's wrong here
Skill-based routing matches agents to work items based on their expertise and proficiency levels. Although it is a critical component of the routing process, it does not define the physical or logical limit of concurrent items an agent can handle at one time.
- ✓
Capacity profiles
Why this is correct
Capacity profiles enable organizations to define specific limits for different work types, such as email versus chat. This method allows agents to have different limits for different tasks simultaneously, providing greater flexibility than a single unit-based number for all types of incoming work.
- ✗
Role-based capacity
Why it's wrong here
Role-based settings typically manage permissions and access levels rather than workload throughput. While a security role might determine who can receive work, it does not define the technical capacity limits used by the Unified Routing engine to distribute individual work items.
About these practice questions
This MB-230 question is part of Courseiva's 189-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
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.