MB-910 Describe Dynamics 365 Customer Service Practice Question
A support agent receives a case from a premium customer with a 2-hour response SLA. The agent is not specialized in the product area. What should the agent do to ensure the SLA is met?
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
✓
Reassign the case to a qualified agent using the queue
Since the agent is not specialized in the product area, reassigning the case to a qualified agent via the queue ensures that a skilled team member handles it promptly, meeting the 2-hour SLA. Option A is incorrect because Copilot can assist but cannot fully resolve cases without agent expertise. Option B is wrong because working on an unfamiliar case risks delays or incorrect resolution, potentially breaching the SLA. Option D is incorrect because closing and reopening the case does not reassign it and may cause SLA violations.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Ask Copilot to resolve the case
Why it's wrong here
Copilot assists but cannot take ownership of cases.
- ✗
Work on the case even if unfamiliar to avoid reassignment
Why it's wrong here
Working without expertise may delay resolution and breach the SLA.
- ✓
Reassign the case to a qualified agent using the queue
Why this is correct
Reassigning to a skilled agent helps meet the SLA.
- ✗
Close the case and reopen later
Why it's wrong here
Closing without resolution is not a good practice.
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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.