MB-230 Practice Question: Configure Representative Experience and Routing
You are configuring unified routing for a customer service center. The organization wants to distribute incoming cases evenly among available agents, ensuring that each agent receives roughly the same number of work items over time. You also need to avoid assigning new work to agents who are already at maximum capacity. Which assignment method should you configure?
⚠ Common exam trap
Many candidates confuse assignment methods with queue processing order, such as assuming FIFO distributes work evenly among agents.
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
✓
Round robin
Round robin is designed to distribute work items evenly among available agents by cycling through them in order. It ensures each agent receives approximately the same number of items, and when capacity is configured, it skips agents who are at their limit. This directly meets the requirement for balanced distribution while avoiding overloading agents.
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 this is correct
Round robin distributes work items evenly across available agents in a circular order, which matches the requirement for even distribution. It also respects capacity if configured, so agents at maximum capacity are skipped. This method is ideal when the goal is fairness and load balancing without prioritizing specific skills or capacity levels.
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First-in, first-out (FIFO)
Why it's wrong here
FIFO is a queue processing order, not an assignment method. It determines the sequence in which work items are offered to agents but does not control how work is distributed among agents. It cannot ensure even distribution or respect capacity limits, so it is incorrect for this scenario.
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Highest capacity
Why it's wrong here
Highest capacity assigns work to the agent with the most available capacity, which can lead to uneven distribution because agents with higher capacity thresholds may receive more items. This does not ensure that each agent receives roughly the same number of work items over time, making it unsuitable for the stated requirement.
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Skill-based
Why it's wrong here
Skill-based assignment routes work based on agent skills and proficiency, not on equal distribution. While it can consider capacity, its primary purpose is matching work to the most qualified agent. This would not guarantee even distribution among all available agents, so it fails the requirement.
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.