MB-910 Describe Dynamics 365 Customer Service Practice Question
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 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
✓
An SLA KPI instance with a failure action to escalate
An SLA KPI (Key Performance Indicator) instance tracks metrics like resolution time. By configuring a failure action on the KPI, the system can automatically escalate the case when the KPI fails (e.g., not resolved within 4 hours). This is the correct time-based escalation mechanism. Option A is incorrect because a routing rule set determines initial assignment, not escalation. Option C is incorrect because a queue with high-priority routing affects assignment priority but does not trigger escalation after a delay. Option D is incorrect because classic workflows are legacy and less integrated with SLA management; SLA KPIs provide native escalation actions.
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.
- ✗
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.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This MB-910 practice question is part of Courseiva's free Microsoft certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the MB-910 exam.