Question 137 of 977

Explore the core capabilities of customer engagement apps in Dynamics 365 →mediumMultiple ChoiceObjective-mapped

Quick Answer

The answer is that the case is escalated. This occurs because the Dynamics 365 Customer Service SLA failure action is explicitly configured to Escalate, meaning when the first response exceeds the one-hour Gold Support SLA threshold, the system automatically triggers an escalation process rather than a simple notification. On the Microsoft Dynamics 365 Fundamentals CRM MB-910 exam, this scenario tests your understanding of how SLA failure actions differ from success actions—a common trap is confusing the failure action with the success action (Notify), but the key is that the condition failed, so only the failure action applies. Remember that the SLA failure action dictates the consequence of a missed deadline, and in this case, Escalate is the direct result. A useful memory tip: think of "Fail to Escalate"—if the SLA fails, the case escalates.

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

{
  "sla": {
    "name": "GoldSupport",
    "slaItems": [
      {
        "name": "FirstResponse",
        "slaTerm": {
          "duration": 1,
          "durationUnit": "Hours"
        },
        "failureAction": "Escalate",
        "successAction": "Notify"
      }
    ]
  }
}

Refer to the exhibit. A Dynamics 365 Customer Service SLA is configured as shown. A case with the Gold Support SLA is created but the first response is not provided within 1 hour. What will happen?

Clue words in this question

Noticing these words before you look at the options changes how you read each choice.

Clue: "first"
Why it matters: Order matters here. You are being tested on which action comes before the others — not which action is generally useful.

Question 1mediummultiple choice

Full question →

Exhibit

{
  "sla": {
    "name": "GoldSupport",
    "slaItems": [
      {
        "name": "FirstResponse",
        "slaTerm": {
          "duration": 1,
          "durationUnit": "Hours"
        },
        "failureAction": "Escalate",
        "successAction": "Notify"
      }
    ]
  }
}

A
A notification is sent
Why wrong: Notification is success action.
B
The case is rerouted to another queue
Why wrong: Rerouting is not configured.
C
The case is escalated
Failure action is Escalate.
D
The case is automatically closed
Why wrong: No auto-close configured.

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

✓

The case is escalated

Option A is correct because the failure action is set to Escalate. Option B is wrong because the success action is Notify, but the condition failed. Option C is wrong because the case is not closed. Option D is wrong because the case is not rerouted.

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 notification is sent
Why it's wrong here
Notification is success action.
✗
The case is rerouted to another queue
Why it's wrong here
Rerouting is not configured.
✓
The case is escalated
Why this is correct
Failure action is Escalate.
Clue confirmation
The clue word "first" in the question point toward this answer.
Related concept
Read the scenario before looking for a memorised answer.
✗
The case is automatically closed
Why it's wrong here
No auto-close configured.

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: The case is escalated — Option A is correct because the failure action is set to Escalate. Option B is wrong because the success action is Notify, but the condition failed. Option C is wrong because the case is not closed. Option D is wrong because the case is not rerouted.

What should I do if I get this MB-910 question wrong?

Are there clue words in this question I should notice?

Yes — watch for: "first". Order matters here. You are being tested on which action comes before the others — not which action is generally useful.

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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