Question 837 of 941
Explore the core capabilities of customer engagement apps in Dynamics 365 →hardMultiple ChoiceObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
Exhibit
Refer to the exhibit.
{
"name": "Contoso Support SLA",
"businessUnit": "Contoso",
"slaItems": [
{
"name": "Initial Response",
"slaKPI": {
"name": "first response time",
"target": 4,
"warningTime": 2
},
"slaItemType": 1
},
{
"name": "Resolution",
"slaKPI": {
"name": "case resolution time",
"target": 24,
"warningTime": 20
},
"slaItemType": 2
}
]
}Based on the SLA configuration exhibit, what will happen if a case is not resolved within 20 hours?
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
✓
A warning notification will be sent.
The SLA configured with a warning time of 20 hours means that if the case is not resolved within 20 hours, a warning notification will be sent. Option A is incorrect because escalation would require a separate failure action after the target time (24 hours). Option B is incorrect because the SLA is marked as failed only when the failure time (24 hours) is exceeded, not at the warning time. Option C is incorrect because reassignment is not automatically triggered by warning time; it would be a separate action. Thus, D is correct.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The case will be escalated to a manager.
Why it's wrong here
Escalation is not configured in this SLA.
- ✗
The SLA will be marked as failed.
Why it's wrong here
Failure occurs at 24 hours target.
- ✗
The case will automatically be reassigned.
Why it's wrong here
No reassignment defined.
- ✓
A warning notification will be sent.
Why this is correct
Warning time is 20 hours, so a warning is triggered.
Visual reference
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Last reviewed: Jun 21, 2026
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