Question 742 of 977

Describe Dynamics 365 Customer Service →mediumMultiple ChoiceObjective-mapped

Quick Answer

The correct answer is to verify the SLA definition for Gold-High-SLA. This is because an SLA applied to a case is only as good as its underlying definition; the manager must confirm that the definition contains the precise response and resolution time commitments that match the Gold customer’s entitlement terms. In Dynamics 365 Customer Service, SLA verification ensures that the service-level agreement tied to the case record actually enforces the promised timelines, rather than assuming the applied SLA name is correct. On the MB-910 exam, this concept tests your understanding that an SLA is a configurable record, not a static label—common traps include assuming a valid entitlement or an open case status automatically guarantees correct SLA terms. Remember the memory tip: “Check the definition, not the label” to avoid confusing the applied SLA name with its actual time-bound rules.

MB-910 Describe Dynamics 365 Customer Service Practice Question

This MB-910 practice question tests your understanding of describe dynamics 365 customer service. 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.

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?

Question 1mediummultiple choice

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

Full breakdown with real-world context →

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

Option B is correct because the SLA applied to the case should match the entitlement terms. The manager should verify that the SLA definition includes the correct response and resolution times for Gold customers. Option A is incorrect because the entitlement is valid. Option C is incorrect because the case is not closed. Option D is incorrect because Copilot does not manage SLA definitions.

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.

✗
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.
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.

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.

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FAQ

Questions learners often ask

What does this MB-910 question test?

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: Verify the SLA definition for Gold-High-SLA — Option B is correct because the SLA applied to the case should match the entitlement terms. The manager should verify that the SLA definition includes the correct response and resolution times for Gold customers. Option A is incorrect because the entitlement is valid. Option C is incorrect because the case is not closed. Option D is incorrect because Copilot does not manage SLA definitions.

What should I do if I get this MB-910 question wrong?

What is the key concept behind this question?

Read the scenario before looking for a memorised answer.

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Last reviewed: Jun 21, 2026

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