Fabrikam wants to route chat conversations to a specific queue based on the customer's language. They have created a workstream for chat and a routing rule that checks the language field. However, the routing rule is not working. What should you do?

Change the routing rule to use a skill finder model to identify the language.

Use a basic routing rule instead of a condition-based rule.

Create a separate workstream for each language.

Ensure that the language field is populated on the chat conversation record.

A company wants to automatically identify which representatives have the best combination of skills for a complex case, and then route the case to the most suitable representative. What should you configure?

Create a skill finder model that evaluates representative skills and use it in the routing ruleset.

Use a capacity profile to determine the best representative.

Create a routing rule that assigns the case to the first available representative in the queue.

Manually review representative skills and assign the case.

A company has a routing ruleset that currently routes all cases to a single queue. They want to add a new rule to route cases with a specific product to a new queue, but they are concerned that the new rule might not be evaluated because the existing rule catches all cases. What should you do?

Use a skill finder model to route the specific product to the new queue.

Modify the existing rule to exclude the specific product.

Add the new rule at the top of the ruleset and ensure the existing rule is a default rule.

Create a new workstream for the specific product.

A company wants to route cases created from a specific customer segment to a specialized queue, but only when the case is created via the web portal. What should you configure?

Create a routing rule that checks the customer segment and the channel (web portal) and routes to the specialized queue.

Create a separate workstream for web portal cases and route all to the specialized queue.

Configure the queue to automatically pull cases from the web portal.

Use a skill finder model to identify the customer segment and route accordingly.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 2Objective 1

Configure Routing MB-230 Practice Questions (Page 6)

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 26–30

26application · medium
Fabrikam wants to route chat conversations to a specific queue based on the customer's language. They have created a workstream for chat and a routing rule that checks the language field. However, the routing rule is not working. What should you do?
Select an answer first
27foundation · easy
In Dynamics 365 Customer Service, which component is associated with a capacity profile to define how much capacity a work item consumes?
Select an answer first
28application · medium
A company wants to automatically identify which representatives have the best combination of skills for a complex case, and then route the case to the most suitable representative. What should you configure?
Select an answer first
29expert · hard
A company has a routing ruleset that currently routes all cases to a single queue. They want to add a new rule to route cases with a specific product to a new queue, but they are concerned that the new rule might not be evaluated because the existing rule catches all cases. What should you do?
Select an answer first
30application · medium
A company wants to route cases created from a specific customer segment to a specialized queue, but only when the case is created via the web portal. What should you configure?
Select an answer first

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