Northwind has a team of agents who handle both cases and emails. They want to ensure that agents are not assigned more than 10 cases or 20 emails at a time. They have created two capacity profiles: one for cases (10 units) and one for emails (20 units). However, agents are still receiving more work than expected. What should you do?

Use a single capacity profile with 10 units and another with 20 units, but only assign the one that matches the work type.

Assign both capacity profiles to each agent.

Create a single capacity profile with 30 units and assign it to each agent.

Configure the routing rules to check the agent's current workload before assigning.

A company wants to route technical support cases to representatives who have the 'Technical Support' skill, but only if they have available capacity. What should you configure?

Create a queue for technical support and manually assign cases to representatives with the skill.

Create a routing rule that assigns the case to any representative in the technical support queue, regardless of skills.

Use a skill finder model to automatically assign the case to the representative with the highest skill rating.

Enable skills-based routing and add a condition that requires the 'Technical Support' skill, and also assign a capacity profile to the workstream.

In Dynamics 365 Customer Service, what is the purpose of work classification rules?

To configure the user interface for representatives

To define the capacity of representatives

To categorize incoming work items based on attributes like product or issue type

To assign work items to specific representatives

In skills-based routing, what must be defined for a work item to be matched to an agent?

Required skills and proficiency levels

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 2Objective 1

Configure Routing MB-230 Practice Questions (Page 1)

Part of the Configure representative experience and routing domain, which accounts for 25–30% of the MB-230 exam. Microsoft does not publish an official question count, but from its 100-minute exam (~40–65 total, ~10–20 in this domain), expect 3–7 from this objective — we provide 48 practice questions to prepare you well beyond it. (estimate)

48questions here

10free pages

9concepts

25–30%of the exam

Questions 1–5

1application · medium
Northwind has a team of agents who handle both cases and emails. They want to ensure that agents are not assigned more than 10 cases or 20 emails at a time. They have created two capacity profiles: one for cases (10 units) and one for emails (20 units). However, agents are still receiving more work than expected. What should you do?
Select an answer first
2application · medium
A company wants to route technical support cases to representatives who have the 'Technical Support' skill, but only if they have available capacity. What should you configure?
Select an answer first
3foundation · easy
Which of the following is an example of a record that can be routed using record routing in Dynamics 365 Customer Service?
Select an answer first
4foundation · easy
In Dynamics 365 Customer Service, what is the purpose of work classification rules?
Select an answer first
5foundation · easy
In skills-based routing, what must be defined for a work item to be matched to an agent?
Select an answer first

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Configure Routing MB-230 Practice Questions (Page 1)

Questions 1–5

A company wants to route technical support cases to representatives who have the 'Technical Support' skill, but only if they have available capacity. What should you configure?

Which of the following is an example of a record that can be routed using record routing in Dynamics 365 Customer Service?

In Dynamics 365 Customer Service, what is the purpose of work classification rules?

In skills-based routing, what must be defined for a work item to be matched to an agent?

Keep studying — Configure representative experience and routing