The answer is an SLA KPI instance with a failure action to escalate. This is correct because an SLA KPI (Key Performance Indicator) in Dynamics 365 tracks specific metrics like resolution time, and when that KPI fails—meaning the case is not resolved within the defined 4-hour window—you can configure a failure action to automatically escalate the case to a supervisor or another queue. On the MB-910 exam, this tests your understanding of how SLA configuration for case escalation works beyond simple routing; a common trap is confusing escalation with queues or routing rule sets, which handle distribution, not time-based triggers. Remember that a workflow is older and less flexible for this purpose, while the SLA KPI instance directly ties the failure condition to the escalation action. A helpful memory tip: think of the KPI as a timer that, when it expires, fires the escalation—just like an alarm clock that rings when time runs out.
MB-910 Describe Dynamics 365 Customer Service Practice Question
This MB-910 practice question tests your understanding of describe dynamics 365 customer service. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. 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.
An administrator needs to configure a service-level agreement (SLA) that automatically escalates a case if it is not resolved within 4 hours of creation. What should they create?
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
An SLA KPI instance with a failure action to escalate
An SLA KPIs can be defined to track resolution time, and actions like escalation can be triggered when the KPI fails. Option B is incorrect because a queue is for routing, not time-based escalation. Option C is incorrect because a routing rule set routes new cases, not escalates. Option D is incorrect because a workflow is older and less flexible for SLAs.
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.
✗
A routing rule set with a condition on case age
Why it's wrong here
Routing rule sets are for initial assignment, not ongoing escalation.
✓
An SLA KPI instance with a failure action to escalate
Why this is correct
SLA KPIs monitor time and trigger actions on failure.
Related concept
Read the scenario before looking for a memorised answer.
✗
A queue with a high-priority routing rule
Why it's wrong here
Queues do not enforce time-based escalation.
✗
A classic workflow with a wait condition
Why it's wrong here
Classic workflows are deprecated and not recommended for SLA enforcement.
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.
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: An SLA KPI instance with a failure action to escalate — An SLA KPIs can be defined to track resolution time, and actions like escalation can be triggered when the KPI fails. Option B is incorrect because a queue is for routing, not time-based escalation. Option C is incorrect because a routing rule set routes new cases, not escalates. Option D is incorrect because a workflow is older and less flexible for SLAs.
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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