MB-230 Practice Question: Configure Representative Experience and Routing
You are configuring unified routing for a customer service center. A workstream is set up for the 'Email' channel and uses a classification rule set that assigns cases to the 'Tier 1 Support' queue. You need to ensure that cases from this queue are automatically assigned to agents who have the 'English' skill and are available. Which assignment method should you configure for the queue?
⚠ Common exam trap
The trap here is assuming that any assignment method can consider skills, when in fact only skill-based assignment evaluates agent 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
✓
Skill-based
Unified routing provides several assignment methods, including skill-based, which matches work items to agents based on skills and proficiency. For the scenario, the queue must assign cases only to agents with the 'English' skill, so skill-based assignment is the correct choice. Other methods like round robin or highest capacity do not consider skills and would not satisfy the requirement.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Highest capacity
Why it's wrong here
Highest capacity assigns work to the agent with the most available capacity, but it does not evaluate skills. This method is suitable for load balancing but not for ensuring that only agents with the 'English' skill receive these cases. It would ignore the skill requirement entirely.
- ✓
Skill-based
Why this is correct
Skill-based assignment uses the skills and proficiency levels defined for agents to match work items. By configuring the queue with a skill-based assignment method and specifying the 'English' skill, you ensure that only agents with that skill are considered. This directly meets the requirement of routing to agents with the 'English' skill.
- ✗
Round robin
Why it's wrong here
Round robin distributes work evenly among available agents but does not consider skills or capacity. It would assign cases to any available agent regardless of their 'English' skill, which violates the requirement. For skill-based assignment, you need a method that filters agents by skill first and then assigns work.
- ✗
Custom assignment
Why it's wrong here
Custom assignment allows you to define a custom logic using Power Automate, but it is not a built-in assignment method in unified routing. While it could theoretically achieve skill-based routing, it requires additional development and is not the standard method. The requirement is best met with the native skill-based method.
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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.