Describe Dynamics 365 Customer Service →mediumMultiple ChoiceObjective-mapped

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Refer to the exhibit.

```json
{
  "case": {
    "title": "Login issue",
    "customerTier": "Gold",
    "urgency": "High",
    "sla": "Gold-High-SLA",
    "entitlement": {
      "name": "Gold Support Entitlement",
      "startDate": "2025-01-01",
      "endDate": "2025-12-31"
    }
  }
}
```

A support manager reviews the case exhibit. The case has a 'Gold-High-SLA' SLA applied. The manager wants to verify that the SLA terms are appropriate. What should the manager check next?

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

✓

Verify the SLA definition for Gold-High-SLA

The manager needs to verify that the SLA definition for 'Gold-High-SLA' contains the appropriate response and resolution times for Gold customers. Option A is incorrect because the entitlement end date being expired would affect SLA applicability, but the manager is checking appropriateness of terms, not validity. Option B is incorrect because Copilot is not a tool used to suggest or manage SLA definitions; it's an AI assistant for insights. Option C is incorrect because SLA calculation is triggered when the case is created or modified, not only when closed.

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

✗
Check that the entitlement end date is not expired
Why it's wrong here
The end date is in the future, so the entitlement is valid.
✗
Ask Copilot to suggest a better SLA
Why it's wrong here
Copilot cannot modify SLA definitions.
✗
Ensure the case is closed to trigger SLA calculation
Why it's wrong here
SLA calculation starts when the case is created, not closed.
✓
Verify the SLA definition for Gold-High-SLA
Why this is correct
The manager should confirm that the SLA defines appropriate response and resolution times for Gold-level cases.

Go deeper

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Why each option matters

Option-by-option breakdown

Related to this question