MB-230 Practice Question: Configure Representative Experience and Routing
You are configuring unified routing for a customer service center. The center receives a high volume of email inquiries and wants to distribute them evenly among available agents to prevent any single agent from being overloaded. You need to select the assignment method that best meets this requirement. Which assignment method should you use?
⚠ Common exam trap
Test-takers frequently confuse even distribution with capacity-based or fairness-based routing, which serve different purposes.
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. This prevents any single agent from being overwhelmed and ensures a balanced workload. Highest capacity, longest idle, and preferred agent do not guarantee even distribution and are used for different scenarios. Round robin is the correct choice for even distribution.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Longest idle
Why it's wrong here
Longest idle assigns work to the agent who has been idle the longest, which can help with fairness but does not necessarily distribute work evenly among all agents. It may result in some agents receiving more work if they become idle more frequently.
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Preferred agent
Why it's wrong here
Preferred agent routing assigns work based on a preconfigured relationship between the customer and a specific agent, such as an account manager. This does not ensure even distribution and is not suitable for general email inquiries.
- ✓
Round robin
Why this is correct
Round robin distributes work items sequentially to available agents in a predefined order, ensuring an even distribution. This matches the requirement to balance workload and prevent overloading any agent, as each agent receives work in turn.
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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 if some agents have consistently higher capacity. It does not guarantee an even spread and may overload agents with higher capacity thresholds.
About these practice questions
This MB-230 question is part of Courseiva's 189-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
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.