MB-230 Manage Cases in Customer Service Practice Question

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 a workstream with a routing rule set that includes skill-based conditions.

  Why this is correct

  In unified routing, workstreams define the routing pipeline for a channel and record type, and the attached routing rule set contains the conditions and decision logic. To route by skills, you must create a workstream for cases and configure routing rules that evaluate skills, which then direct the case to the appropriate queue or agent. This component is mandatory for skill-based routing to function.

• ✗

  Configure a capacity profile and assign it to the workstream.

  Why it's wrong here

  Capacity profiles control how many concurrent cases an agent can handle, which supports capacity-based routing. While useful for managing workload, a capacity profile is not required to enable skill-based routing specifically. The scenario asks for skill-based routing, so the essential components are skill definitions and the workstream with routing rules, not the capacity profile.

• ✗

  Enable the 'Unified Routing' setting in the Customer Service admin center.

  Why it's wrong here

  Unified routing is enabled at the environment level as a prerequisite, but it is not a component you configure specifically for skill-based routing. The question asks for the components needed to route by skills, which are the skills themselves and the workstream with routing rules. Enabling unified routing is a general setup step and does not by itself implement skill-based routing logic.

• ✗

  Create an assignment rule that assigns cases to the default queue.

  Why it's wrong here

  An assignment rule that sends cases to a default queue does not evaluate skills and would route cases without regard to agent expertise. It may be part of a fallback strategy, but it is not a required component for skill-based routing. The scenario requires routing based on skills and capacity, so a generic assignment rule does not fulfill the skill-matching requirement.

• ✓

  Define skills and assign them to users or teams as bookable resources.

  Why this is correct

  Skill-based routing requires that skills exist and that agents or teams are associated with those skills as bookable resources. Without skill definitions and assignments, the routing engine cannot match cases to agents based on expertise. This is a foundational configuration step for unified routing when skills are used as a routing attribute, so it is required in this scenario.