MB-910 Describe Dynamics 365 Customer Service Practice Question
A customer service manager wants to track how quickly agents respond to cases and whether they meet the target of 4 hours. Which feature should they 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 (Option B) are specifically designed to measure response and resolution times against defined targets like 4 hours. Customer Service Reports (A) display historical data but do not define or track targets in real time; Queues (D) are used for routing and managing work assignments, not for performance measurement; Service Level (C) is a generic term and not the specific feature name in Dynamics 365 Customer Service.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Customer Service Reports
Why it's wrong here
Reports display data but do not enforce or track SLA metrics.
- ✓
SLA KPIs
Why this is correct
Correct: SLA KPIs define and track response and resolution targets.
- ✗
Service Level
Why it's wrong here
Not a specific feature; SLA is the correct term.
- ✗
Queues
Why it's wrong here
Queues organize work items but do not measure response times.
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Written by Johnson Ajibi, MSc IT Security
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