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Describe Dynamics 365 Customer Service →mediumMultiple ChoiceObjective-mapped

MB-910 Describe Dynamics 365 Customer Service Practice Question

An organization wants to ensure that critical support cases are escalated if not resolved within 4 hours. Which feature should be configured?

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

✓

Service Level Agreements (SLA)

Service Level Agreements (SLA) in Dynamics 365 Customer Service allow organizations to define time windows and escalation actions for support cases. When a case is not resolved within the specified time (e.g., 4 hours), the SLA can automatically escalate the case to a supervisor or queue. Option D is correct. Option A (Copilot) is an AI assistant, not for escalation. Option B (Timeline) shows case history. Option C (Unified Routing) assigns work but does not enforce resolution time limits.

Answer analysis

Option-by-option breakdown

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

  • ✗

    Copilot

    Why it's wrong here

    Copilot helps agents, not automation.

  • ✗

    Timeline

    Why it's wrong here

    Timeline shows history, no escalation.

  • ✗

    Unified Routing

    Why it's wrong here

    Routing assigns work, does not escalate.

  • ✓

    Service Level Agreements (SLA)

    Why this is correct

    SLA can escalate cases when time expires.

Visual reference

Client Recursive Resolver Root DNS (13 root servers) TLD DNS (.com, .org, …) Authoritative example.com query IP addr answer

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