MB-230 Practice Question: Configure Representative Experience and Routing
You are configuring skills for unified routing in Dynamics 365 Customer Service. You need to ensure that work items are matched to agents based on specific skills. Which two components must be configured to enable skill-based routing? (Choose two.)
⚠ Common exam trap
Many exam-takers confuse routing rules with skill matching; routing rules direct items to queues, while skill matching is handled by the assignment logic using agent and work item skills.
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
✓
Work item skills
Skill-based routing in unified routing requires two main components: skills assigned to agents (bookable resource skills) and skills required by work items (work item skills). The routing engine matches these to find the best agent. Without both, the system cannot perform skill-based matching. Other elements like queues or rules are not specific to skill-based routing and do not directly enable it.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Work item skills
Why this is correct
Work item skills are the skills required to handle a particular work item. These are typically specified on the work item (e.g., a case) or derived from the queue or routing rules. The routing engine compares the work item's required skills with the agents' skills to find a match. Without defining required skills for work items, skill-based routing cannot occur because there is no criteria to match against.
- ✗
Skill-based assignment rules
Why it's wrong here
Skill-based assignment rules are not a separate configuration component; instead, skills are attached to agents and work items, and the routing engine matches them. There is no specific 'skill-based assignment rule' entity to configure. The matching is inherent in the routing logic when skills are present. Creating such rules is not a prerequisite; the system uses the skill attachments directly.
- ✓
Bookable resource skills
Why this is correct
Bookable resource skills define the skills possessed by agents (bookable resources). These skills are used by the routing engine to match work items that require certain skills. Without assigning skills to agents, the system cannot perform skill-based matching. You must configure skills for each agent, typically through the Bookable Resource form or via the skill attachment process, to enable the routing engine to consider them.
- ✗
Skill-based queues
Why it's wrong here
Queues are used to group work items, but they do not inherently enable skill-based routing. While you can route work items to a queue based on skills, the queue itself is not a component that must be configured for skill-based routing to function. The key is that agents have skills and work items have required skills; queues are just containers. Thus, skill-based queues are not a prerequisite.
- ✗
Skill-based routing rules
Why it's wrong here
There is no separate entity called 'skill-based routing rules' in unified routing. Routing rules are used to route work items to queues, not to match skills directly. The skill matching is handled by the assignment logic, which automatically considers skills if they are present. Creating such rules is not a required step and would not directly enable skill-based routing.
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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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