A company wants to route cases to representatives who have a specific skill, but they also want to ensure that cases are categorized by priority before routing. What should you configure?

Create a skill finder model that also sets priority.

Create two separate workstreams, one for classification and one for routing.

Use a queue to set priority and then route based on skills.

Create a routing ruleset with a classification step to set priority, and a routing step that uses skills-based routing.

Contoso wants to allow agents to manually pick work from a queue when they have capacity. They have enabled the 'Manual assignment' option in the queue settings, but agents cannot see the queue in their work list. What should you do?

Enable the 'Show queue' option in the workstream settings.

Ensure that the queue is set as the default queue for the workstream.

Assign the queue to the agent's security role.

Add the queue to the agent's work list in the user settings.

A company wants to allow representatives to see only the work items that are assigned to them, not all items in the queue. They also want to use skills-based routing. What should you configure?

Set the representative's user settings to hide unassigned items.

Use a routing rule to assign all items to the queue and let representatives pick.

Configure the queue to be private and add representatives as members.

Configure the workstream to use 'Assign to representative' mode and enable skills-based routing.

A representative wants to receive notifications only for work items that match their skills and are assigned to them. They do not want to see work items in the queue that are not assigned. What should you configure?

Configure the workstream to assign items directly to the representative and enable skills-based routing.

Create a private queue and add the representative as a member.

Set the representative's user settings to 'Only show assigned items' and enable skills-based routing.

Use a routing rule to assign all items to the representative.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 2Objective 1

Configure Routing MB-230 Practice Questions (Page 5)

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 21–25

21foundation · easy
In Dynamics 365 Customer Service, which component uses machine learning to suggest the best agent for a work item based on historical data?
Select an answer first
22application · medium
A company wants to route cases to representatives who have a specific skill, but they also want to ensure that cases are categorized by priority before routing. What should you configure?
Select an answer first
23application · medium
Contoso wants to allow agents to manually pick work from a queue when they have capacity. They have enabled the 'Manual assignment' option in the queue settings, but agents cannot see the queue in their work list. What should you do?
Select an answer first
24application · medium
A company wants to allow representatives to see only the work items that are assigned to them, not all items in the queue. They also want to use skills-based routing. What should you configure?
Select an answer first
25application · medium
A representative wants to receive notifications only for work items that match their skills and are assigned to them. They do not want to see work items in the queue that are not assigned. What should you configure?
Select an answer first

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