MB-230 Practice Question: Configure Representative Experience and Routing
You are setting up a new voice channel in Dynamics 365 Customer Service. The organization wants to route incoming calls to agents based on the caller's language preference. Which two components must you configure to enable language-based routing? (Choose two.)
⚠ Common exam trap
The trap here is assuming that configuring speech recognition language or presence-based routing is sufficient, when the actual routing decision depends on agent skills and 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
✓
Add a 'Language' skill to the agent's user record and set the proficiency level.
Language-based routing requires two key components: agents must have a language skill defined with a proficiency level, and the workstream must contain a routing rule that evaluates the caller's language and routes to a queue requiring that skill. Without the skill on the agent, the routing engine cannot match; without the routing rule, the language attribute is not used to direct the call. Together, they ensure calls reach agents who speak the caller's language.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Add a 'Language' skill to the agent's user record and set the proficiency level.
Why this is correct
To route based on language, agents must have a corresponding skill defined. In unified routing, skills are attached to users via the skill attachment. Without a language skill on the agent, the routing engine cannot match the caller's language requirement to an agent.
- ✗
Configure the voice channel to use a specific language model for speech recognition.
Why it's wrong here
Speech recognition language models affect transcription and IVR understanding, not routing. While they may be necessary for voice input, they do not determine which agent receives the call based on language skill. Routing rules and agent skills are the correct components.
- ✗
Set the queue's assignment method to 'Round Robin' to ensure even distribution among language speakers.
Why it's wrong here
Assignment method determines how work is distributed among qualified agents, but it does not filter by language. Round Robin would distribute calls regardless of language, potentially sending a call to an agent who does not speak the required language. The filtering must happen via routing rules and skills.
- ✗
Enable 'Presence-based routing' on the workstream to check agent availability for the language.
Why it's wrong here
Presence-based routing ensures work is only routed to agents who are available, but it does not consider language skills. It is a complementary setting, not a requirement for language-based routing. The core components are the skill definition and the routing rule.
- ✓
Create a routing rule in the workstream that evaluates the caller's language and routes to a queue that requires that language skill.
Why this is correct
A routing rule must be defined to inspect the language attribute from the call context and direct the work item to a queue whose members possess the required language skill. This rule is the decision logic that enforces language-based routing.
About these practice questions
One of 189 original MB-230 practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. 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.