Quick Answer
The answer is the SLA Report. This is correct because Service Level Agreements (SLAs) in Dynamics 365 Customer Service are specifically designed to track resolution times against defined metrics, such as first response or case closure deadlines, directly measuring how quickly cases are being resolved. On the Microsoft Dynamics 365 Fundamentals CRM MB-910 exam, this question tests your understanding of core customer service reporting capabilities, often appearing as a scenario where a manager needs to monitor performance against contractual commitments. A common trap is confusing the SLA Report with the Activity Report, which counts interactions like emails or phone calls, or with sales or marketing reports that track entirely different metrics. To remember this, think of the acronym SLA itself: Service Level Agreement, where the “A” stands for Agreement on time, making it the go-to report for any time-based resolution measurement.
This MB-910 practice question tests your understanding of explore the core capabilities of customer engagement apps in dynamics 365. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A Dynamics 365 Customer Service manager wants to measure how quickly cases are being resolved. Which report should they use?
Case Summary Report
Why wrong: Shows case volume, not resolution time.
Marketing Email Performance Report
Why wrong: For marketing campaigns.
SLA Report
Tracks case resolution against SLAs.
Sales Pipeline Report
Why wrong: For sales opportunities.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
SLA Report
Service Level Agreements (SLAs) track resolution times. Option A is incorrect because it measures activity counts. Option C is incorrect because it measures sales performance. Option D is incorrect because it tracks marketing campaigns.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
Case Summary Report
Why it's wrong here
Shows case volume, not resolution time.
Marketing Email Performance Report
Why it's wrong here
For marketing campaigns.
SLA Report
Why this is correct
Tracks case resolution against SLAs.
Related concept
Read the scenario before looking for a memorised answer.
Sales Pipeline Report
Why it's wrong here
For sales opportunities.
Common exam traps
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Trap categories for this question
Command / output trap
Shows case volume, not resolution time.
Detailed technical explanation
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
A cloud solutions architect for a retail company is evaluating services for a new workload. The correct answer here reflects best practice for the specific scenario described — not a general cloud recommendation. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Cloud exam questions reward reading the constraint carefully: the same technology can be right or wrong depending on the use case.
What to study next
Identify which MB-910 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
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FAQ
Explore the core capabilities of customer engagement apps in Dynamics 365 — This question tests Explore the core capabilities of customer engagement apps in Dynamics 365 — Read the scenario before looking for a memorised answer..
The correct answer is: SLA Report — Service Level Agreements (SLAs) track resolution times. Option A is incorrect because it measures activity counts. Option C is incorrect because it measures sales performance. Option D is incorrect because it tracks marketing campaigns.
Identify which MB-910 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Read the scenario before looking for a memorised answer.
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Last reviewed: Jun 21, 2026
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.
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