MB-230 Practice Question: Configure Representative Experience and Routing
You are setting up a new workstream for the 'Email' channel in unified routing. The organization wants to distribute incoming emails evenly among all available agents in the 'Support' queue, regardless of their current workload. Which assignment method should you configure?
⚠ Common exam trap
A common mix-up: candidates confuse even distribution with capacity-based balancing; round robin ignores workload, while highest capacity considers it.
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
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Round robin
Round robin assignment is designed to distribute work items evenly among available agents by cycling through them in order. It does not factor in current workload or capacity, which aligns with the requirement to distribute emails evenly regardless of existing assignments. This method is simple and effective for balanced distribution.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Round robin
Why this is correct
Round robin assignment distributes work items evenly among available agents in a sequential order. It does not consider current workload, making it suitable when the goal is equal distribution. This method is ideal for the scenario because it ensures each agent receives a similar number of emails over time, regardless of their existing assignments.
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Highest capacity
Why it's wrong here
Highest capacity assigns work to agents with the most available capacity, which can lead to uneven distribution if some agents have higher capacity limits. It is designed to optimize workload balancing based on capacity, not to distribute evenly. This method would not meet the requirement of even distribution regardless of workload.
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Longest idle
Why it's wrong here
Longest idle assigns work to the agent who has been idle the longest. While this can promote fairness, it does not guarantee even distribution among all agents because it prioritizes idle time over an equal share of work. Agents who have been idle longer may receive more work, skewing the distribution.
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Preferred agent
Why it's wrong here
Preferred agent routing assigns work to a specific agent based on a relationship, such as a previous interaction. This does not distribute work evenly among all agents; it concentrates work on preferred agents. This method is used for personalized service, not for equal distribution.
About these practice questions
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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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