MB-230 Practice Question: Configure Representative Experience and Routing
You are configuring unified routing for a customer service center. Agents must be assigned work only when their total active work items are below a specified limit, and the system should automatically remove agents from assignment when they reach that limit. Which capacity profile setting should you configure?
⚠ Common exam trap
Many candidates confuse capacity profiles with presence-based routing, which only uses presence status and does not enforce a numeric work item limit.
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
✓
Set the agent's capacity to a numeric value in the Capacity Profile record.
The capacity profile is the only mechanism that enforces a maximum number of concurrent work items per agent. When an agent's active work items reach the configured capacity, the routing engine stops assigning new work and effectively removes the agent from the assignment pool until capacity frees up.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Set the queue's assignment method to 'Highest capacity'.
Why it's wrong here
The 'Highest capacity' assignment method selects the agent with the most available capacity among eligible agents, but it does not enforce a hard limit or remove agents from assignment when they reach a limit. It is a selection strategy, not a capacity constraint.
- ✗
Enable the 'Presence-based routing' option in the workstream.
Why it's wrong here
Presence-based routing uses the agent's presence status (e.g., Available, Busy) to determine assignment eligibility. It does not enforce a numeric limit on concurrent work items. While presence can indirectly affect assignment, it does not provide the capacity threshold required here.
- ✓
Set the agent's capacity to a numeric value in the Capacity Profile record.
Why this is correct
The capacity profile defines the maximum number of work items an agent can handle simultaneously. By assigning a numeric capacity value, the routing engine stops assigning new work when the agent reaches that limit. This directly satisfies the requirement to enforce a work item cap and automatically remove the agent from assignment once full.
- ✗
Configure a skill-based rule that requires agents to have a 'Capacity' skill.
Why it's wrong here
Skill-based rules match work items to agents based on skills. Creating a 'Capacity' skill does not enforce a numeric cap on active work items. The routing engine would still assign work regardless of the agent's current load, failing 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
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.