Question 837 of 977

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

This MB-910 practice question tests your understanding of explore the core capabilities of customer engagement apps in dynamics 365. This is a configuration task: choose the command set that satisfies every stated requirement. Small differences — like 'secret' vs 'password' or 'transport input ssh' vs 'all' — change whether the answer is correct. 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.

{
  "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?

Question 1hardmultiple choice

Full question →

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
    }
  ]
}

A
The case will be escalated to a manager.
Why wrong: Escalation is not configured in this SLA.
B
The SLA will be marked as failed.
Why wrong: Failure occurs at 24 hours target.
C
The case will automatically be reassigned.
Why wrong: No reassignment defined.
D
A warning notification will be sent.
Warning time is 20 hours, so a warning is triggered.

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

✓

A warning notification will be sent.

The SLA defines a warning time of 20 hours for resolution. If not resolved by then, a warning is triggered. Option A is incorrect because the target is 24 hours. Option B is correct because warning time triggers a notification. Option C is incorrect because failure to meet target triggers failure. Option D is incorrect because escalation would be set separately.

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.

✗
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.
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?

Explore the core capabilities of customer engagement apps in Dynamics 365 — This question tests Explore the core capabilities of customer engagement apps in Dynamics 365 — Read the scenario before looking for a memorised answer..

What is the correct answer to this question?

The correct answer is: A warning notification will be sent. — The SLA defines a warning time of 20 hours for resolution. If not resolved by then, a warning is triggered. Option A is incorrect because the target is 24 hours. Option B is correct because warning time triggers a notification. Option C is incorrect because failure to meet target triggers failure. Option D is incorrect because escalation would be set separately.

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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