The answer is 12:30 PM because the SLA failure time is calculated as 150 minutes from the case creation time of 10:00 AM, with no pause configured outside business hours. In Dynamics 365 Customer Service, the SLA failure timer starts immediately when a case is created within defined business hours—here, Monday-Friday 9:00 AM to 5:00 PM—so the countdown runs continuously. This question tests your understanding of SLA failure time calculation in Dynamics 365 Customer Service, a common scenario on the MB-910 exam where you must distinguish between warning (90 minutes) and failure (150 minutes) thresholds. A frequent trap is assuming the timer pauses when business hours end, but unless the SLA explicitly includes pause settings, the clock keeps ticking. Memory tip: “Failure is 150, warning is 90—if created inside hours, the timer won’t be tardy.”
MB-910 Describe Dynamics 365 Customer Service Practice Question
This MB-910 practice question tests your understanding of describe dynamics 365 customer service. Examine the command output carefully: the correct answer depends on what the output actually shows, not on general recall alone. 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.
Exhibit
Refer to the exhibit.
{
"SLA": "PremiumSLA",
"KPI": "ResponseTime",
"Target": 120,
"Warning": 90,
"FailureAfter": 150,
"BusinessHours": "DefaultBusinessHours",
"ApplicableWhen": "Case.Priority eq 'High' and Case.CustomerTier eq 'Gold'"
}
A support manager configures the SLA shown. A high-priority case from a Gold customer is created at 10:00 AM. The business hours are Monday-Friday 9:00 AM to 5:00 PM. At what time will the SLA fail if no action is taken?
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
12:30 PM
Option B is correct. The failure time is 150 minutes after creation. Since the case is created within business hours (10:00 AM), the SLA timer starts immediately. 150 minutes from 10:00 AM is 12:30 PM. Option A is wrong because 90 minutes is warning, not failure. Option C and D are wrong because the timer does not pause outside business hours unless configured; the exhibit does not show pause settings.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
✗
The next day at 12:30 PM
Why it's wrong here
The SLA timer does not pause unless configured; no pause setting shown.
✗
11:30 AM
Why it's wrong here
11:30 AM is 90 minutes (warning time), not failure.
✗
1:30 PM
Why it's wrong here
That would be 210 minutes, incorrect.
✓
12:30 PM
Why this is correct
150 minutes from 10:00 AM is 12:30 PM.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
Common exam trap: answer the scenario, not the keyword
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
The SLA timer does not pause unless configured; no pause setting shown.
Detailed technical explanation
How to think about this question
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.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
Use explanations to understand the rule behind the answer.
TExam Day Tips
→Underline the problem statement mentally.
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
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
Got this wrong? Here's your next step.
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.
Describe Dynamics 365 Customer Service — This question tests Describe Dynamics 365 Customer Service — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: 12:30 PM — Option B is correct. The failure time is 150 minutes after creation. Since the case is created within business hours (10:00 AM), the SLA timer starts immediately. 150 minutes from 10:00 AM is 12:30 PM. Option A is wrong because 90 minutes is warning, not failure. Option C and D are wrong because the timer does not pause outside business hours unless configured; the exhibit does not show pause settings.
What should I do if I get this MB-910 question wrong?
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.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Question Discussion
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