MB-910 Describe Dynamics 365 Customer Service Practice Question
A company needs to enforce that premium customers get a response within 2 hours and standard customers within 8 hours. How should this be configured in Dynamics 365 Customer Service?
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
✓
Create SLA KPIs with conditions based on customer tier
Service Level Agreements (SLAs) in Dynamics 365 Customer Service allow you to define KPIs with specific conditions, such as customer tier, that enforce different response times. Option A is correct. Option B is incorrect because queues route work but do not enforce time limits. Option C is incorrect because entitlements define support terms (like number of cases) but not time-based enforcement. Option D is incorrect because the Customer Service schedule sets business hours but does not enforce response time targets.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Create SLA KPIs with conditions based on customer tier
Why this is correct
SLA KPIs can be set with time windows and conditions (e.g., based on the contact's relationship type) to enforce response times.
- ✗
Set up queues and assign agents accordingly
Why it's wrong here
Queues do not enforce time-based policies; they only route work items.
- ✗
Configure entitlements with different service levels
Why it's wrong here
Entitlements define the number of cases or hours of support, but do not enforce response times.
- ✗
Use the Customer Service schedule to define business hours
Why it's wrong here
Business hours define when the service is available, but do not enforce response times per customer tier.
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