MB-230 Practice Question: Configure Representative Experience and Routing
You are configuring unified routing for a customer service center that handles both email and chat. The organization wants to ensure that chat conversations are routed to agents who have the 'Chat' skill and are available. You have created a workstream for the chat channel, added a route-to-queue rule that routes to a queue, and configured the queue with the 'Chat' skill requirement. However, you notice that chats are not being assigned to agents even though there are agents with the 'Chat' skill who are available. What is a possible reason?
⚠ Common exam trap
The trap here is focusing on agent skills or queue configuration while overlooking the workstream's assignment method, which is essential for automatic assignment.
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
✓
The workstream's 'Assignment method' is set to 'None', so no assignment is attempted.
In unified routing, the assignment method on the workstream determines how work items are assigned to agents. If it is set to 'None', no automatic assignment occurs. Even with a properly configured queue and skilled agents, the workstream must have an assignment method such as 'Round Robin' or 'Highest Capacity' to trigger assignment. This is a critical setting that is sometimes overlooked.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
The workstream's 'Assignment method' is set to 'None', so no assignment is attempted.
Why this is correct
In unified routing, each workstream must have an assignment method configured. If the assignment method is set to 'None', the system will not assign work items to agents, even if eligible agents exist. This would result in chats remaining unassigned. Configuring an assignment method such as 'Round Robin' or 'Highest Capacity' is necessary for automatic assignment.
- ✗
The queue's 'Priority' is set lower than other queues, so chats are deprioritized.
Why it's wrong here
Queue priority affects the order in which work items are assigned across queues, but it does not prevent assignment entirely. If the queue has lower priority, chats might wait longer, but they would still eventually be assigned if agents are available. The scenario describes no assignment at all, which points to a configuration issue like assignment method.
- ✗
The agents do not have the 'Chat' skill added to their user profile in the 'Skills' section.
Why it's wrong here
If agents lack the Chat skill, they would not be eligible for assignment. However, the scenario states that there are agents with the Chat skill who are available. Therefore, this is not the issue. The problem likely lies in the routing configuration rather than agent skills.
- ✗
The chat channel is not enabled for unified routing in the channel settings.
Why it's wrong here
If the chat channel were not enabled for unified routing, the workstream would not be triggered at all. However, the scenario indicates that chats are being routed to a queue (since they are not being assigned to agents), implying that the channel is enabled and the workstream is processing them. The issue is at the assignment stage.
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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.