Describe Dynamics 365 Customer Service →hardMultiple ChoiceObjective-mapped

MB-910 Describe Dynamics 365 Customer Service Practice Question

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 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

✓

12:30 PM

The SLA failure time is set to 150 minutes from case creation. Since the case is created at 10:00 AM within business hours, the timer starts immediately. Adding 150 minutes (2 hours 30 minutes) to 10:00 AM results in 12:30 PM. Therefore, the SLA will fail at 12:30 PM if no action is taken. Option D is correct.

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.

Go deeper

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Why each option matters

Option-by-option breakdown

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