MB-910 Describe Dynamics 365 Customer Service Practice Question
A customer service manager wants to define different service level agreements (SLAs) for different case types, such as high priority and low priority. The SLAs should automatically apply when a case is created. Which configuration should the manager use?
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
✓
SLA KPIs
SLA KPIs (Key Performance Indicators) allow service managers to define and track time-based metrics for different case types, such as high and low priority. When a case is created, the associated SLA KPI automatically applies based on the case type. Option A is incorrect because queues are used for routing and grouping cases, not for SLA definitions. Option C is incorrect because entitlements define the level of service a customer is entitled to, but they do not enforce time-based SLAs. Option D is incorrect because routing rules determine how cases are assigned to agents, not SLA conditions.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Queue configuration
Why it's wrong here
Queue configuration is used to organize and route cases, but it does not define SLA metrics or time-based agreements.
- ✓
SLA KPIs
Why this is correct
SLA KPIs are the correct configuration to define time-based service level agreements that automatically apply to cases based on their type, such as priority.
- ✗
Entitlements
Why it's wrong here
Entitlements define service terms like number of cases or hours of support, but they do not set time limits or deadlines for case resolution.
- ✗
Routing rules
Why it's wrong here
Routing rules control how cases are assigned to queues or agents, not how SLAs are defined or enforced.
Go deeper
Related to this question
About these practice questions
One of 941 original MB-910 practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This MB-910 practice question is part of Courseiva's free Microsoft certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the MB-910 exam.