MB-230 Practice Question: Configure Representative Experience and Routing
You are configuring unified routing for a customer service center that handles cases and live chats. The organization wants to ensure that cases are routed only to agents who have the 'Case Management' skill and that chats are routed only to agents with the 'Chat' skill. Agents may have one or both skills. Which configuration should you implement to meet this requirement?
⚠ Common exam trap
The trap here is assuming that a single workstream or queue assignment method can handle skill-based routing for multiple channels, when in fact workstreams are channel-specific and skill conditions belong in routing rules.
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
✓
Create two workstreams: one for cases and one for chats. In each workstream, define a route-to-queue rule that includes a skill condition for the respective skill.
To route cases and chats based on different skills, you must create separate workstreams for each channel. Each workstream can have a route-to-queue rule that includes a skill condition, ensuring that cases require the 'Case Management' skill and chats require the 'Chat' skill. This configuration enforces the skill-based routing 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.
- ✓
Create two workstreams: one for cases and one for chats. In each workstream, define a route-to-queue rule that includes a skill condition for the respective skill.
Why this is correct
Separate workstreams for cases and chats allow you to apply distinct routing rules. Each workstream can have a route-to-queue rule that checks for the required skill, ensuring cases go to agents with 'Case Management' skill and chats to agents with 'Chat' skill. This meets the requirement precisely.
- ✗
Create a single workstream for both case and chat, and use routing rules to check the skill requirement based on the channel.
Why it's wrong here
A single workstream cannot differentiate between case and chat for skill-based routing because workstreams are channel-specific. You need separate workstreams for each channel to apply distinct routing rules and skill requirements. Using one workstream would force both channels to share the same routing logic, which is not suitable here.
- ✗
Create a single queue for both cases and chats, and use the queue's assignment method to filter agents by skill based on the work item type.
Why it's wrong here
A single queue's assignment method cannot filter agents by skill based on work item type; assignment methods like round robin or highest capacity do not evaluate skills. Skill-based routing is configured in workstream rules, not in queue assignment methods, so this approach would not enforce the skill requirements.
- ✗
Create two queues, one for cases and one for chats, and assign agents to both queues. Then use the 'Skill' assignment method on each queue to route based on the agent's skills.
Why it's wrong here
There is no 'Skill' assignment method for queues. Skill-based routing is achieved through workstream rules that evaluate skills and route to queues. Simply assigning agents to queues does not filter by skill; agents would receive items regardless of their skills, violating the requirement.
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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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