MB-230 Practice Question: Configure Representative Experience and Routing
You are configuring a workstream for the 'Voice' channel in unified routing. You need to ensure that calls are routed to agents who are available and have the 'Spanish' skill. Which assignment method should you use?
⚠ Common exam trap
The trap here is thinking that any assignment method can be combined with skills; only skill-based assignment explicitly matches agent skills to work item requirements.
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
✓
Skill-based
Skill-based assignment is designed to match work items to agents based on required skills. By specifying the 'Spanish' skill for the work item, the routing engine will only consider agents who possess that skill. Other assignment methods like highest capacity or round robin do not consider skills and would not guarantee that only Spanish-speaking agents receive the calls.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Round robin
Why it's wrong here
Round robin assignment distributes work items evenly among available agents, but it does not take skills into account. It would assign calls to any available agent, including those without the 'Spanish' skill. To incorporate skills, you must use a skill-based assignment method or ensure that the queue only contains agents with the required skill. Round robin alone does not satisfy the requirement.
- ✗
Custom assignment
Why it's wrong here
Custom assignment allows you to define your own logic using Power Automate or other tools, but it is not a native assignment method in unified routing. While you could build a custom solution to filter by skill, the standard and most efficient way is to use the built-in skill-based assignment. Custom assignment would require additional development and is not the recommended approach for this scenario.
- ✗
Highest capacity
Why it's wrong here
Highest capacity assignment selects the agent with the most available capacity, regardless of skills. It does not consider whether the agent possesses the 'Spanish' skill. While it can be combined with skill-based routing, the assignment method itself does not filter by skills; it only prioritizes capacity. Therefore, it would not ensure that only Spanish-speaking agents receive the calls.
- ✓
Skill-based
Why this is correct
Skill-based assignment matches work items to agents based on the skills required by the work item and the skills possessed by the agent. By configuring the workstream to use skill-based assignment and specifying the 'Spanish' skill as required, the system will only assign calls to agents who have that skill and are available. This directly meets the requirement of routing to Spanish-speaking agents.
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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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