MB-230 Extend Customer Service Practice Question
You are migrating a legacy chat configuration to Unified Routing. Which component must you recreate to ensure chat conversations are routed correctly?
⚠ Common exam trap
Many candidates confuse the Workstream with Queues or Channels. While those are related, the Workstream is the unique, mandatory container in Unified Routing that bridges channels to routing logic.
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
✓
Workstream.
Migrating to Unified Routing requires the creation of a 'Workstream'. A workstream is the foundation for all routing in the modern Customer Service admin center. It encapsulates the channel settings, the routing rules, and the work distribution logic. Without a workstream, the system cannot process incoming interactions, making it the most critical component to recreate when moving away from legacy routing methods in Dynamics 365.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Workstream.
Why this is correct
Workstreams are the central construct for managing incoming work in Unified Routing. They define the channel type, the routing rules, and the capacity settings. During migration, you must map your existing legacy queues and rules into the workstream structure to enable the new, unified routing engine's features.
- ✗
Queue.
Why it's wrong here
Queues exist in both legacy and modern environments. While you might need to organize them, you do not 'recreate' them as part of the Unified Routing migration. The migration involves moving the routing logic from legacy rules into the new workstream structure, leaving the queue definitions largely untouched.
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Agent Presence configuration.
Why it's wrong here
Agent presence configuration is global and does not require migration between routing engines. Presence remains consistent across the platform regardless of whether you use legacy routing or the newer Unified Routing engine, as it relies on the same core user management and availability service in the background.
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Entity routing rules.
Why it's wrong here
Entity routing rules are a subset of the logic contained within a workstream. You don't just recreate the rules; you must define the workstream first. The workstream acts as the container, and the rules are its children, making the workstream the primary and essential component to build.
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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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