MB-230 Practice Question: Configure Representative Experience and Routing
You are configuring presence for a customer service team. The organization wants to ensure that agents who are in a 'Do not disturb' presence are not assigned new work items. Which configuration should you implement?
⚠ Common exam trap
The trap here is assuming that capacity profiles or workstream conditions can handle presence-based routing, when the correct configuration is in the presence settings with routing status.
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 the 'Do not disturb' presence to have a 'Routing status' of 'Do not route' in the presence configuration.
Presence configuration in Dynamics 365 Customer Service allows you to map each presence status to a routing status. By setting 'Do not disturb' to 'Do not route', the system automatically excludes agents in that presence from receiving new work items. This is the intended method to control assignment based on presence.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Configure the 'Do not disturb' presence to have a 'Routing status' of 'Do not route' in the presence configuration.
Why this is correct
This is correct because in the presence configuration, each presence status can be associated with a routing status. Setting 'Do not disturb' to 'Do not route' ensures that agents in that presence are not assigned new work items. This is the standard way to prevent assignment based on presence.
- ✗
In the workstream, add a condition that checks the agent's presence and only assigns if it is not 'Do not disturb'.
Why it's wrong here
Workstream conditions evaluate attributes of the work item, not the agent's presence. Presence is an agent attribute and is used during assignment, not in workstream routing rules. Therefore, adding a presence condition in the workstream is not possible and would not achieve the desired outcome.
- ✗
Create a capacity profile that sets the maximum capacity to zero when the agent's presence is 'Do not disturb'.
Why it's wrong here
Capacity profiles define the maximum number of work items an agent can handle, but they do not dynamically change based on presence. Setting capacity to zero for 'Do not disturb' would require manual intervention or custom automation. Presence-based routing is handled separately, so this approach is not effective.
- ✗
Set the agent's capacity to zero in the user settings when they are in 'Do not disturb'.
Why it's wrong here
Manually setting capacity to zero is not a dynamic solution and requires administrative action each time an agent changes presence. It is not integrated with presence changes. The correct approach is to configure the presence status to control routing automatically, which is more efficient and reliable.
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
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.