Explore the core capabilities of customer engagement apps in Dynamics 365 →easyMultiple ChoiceObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
In Dynamics 365 Customer Service, what is the primary purpose of creating a Service Level Agreement (SLA) for case management?
⚠ Common exam trap
Many candidates confuse SLAs with routing or automation features, assuming SLAs handle case assignment or self-service, when in fact SLAs are strictly for time-bound performance tracking and escalation triggers.
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
✓
To define and track time-based performance targets for case resolution.
In Dynamics 365 Customer Service, an SLA (Service Level Agreement) is primarily used to define and track time-based performance targets, such as the time to first response or case resolution. When a case is created, the SLA calculates key performance indicators (KPIs) against these targets, triggering warnings or escalations if deadlines are missed. This ensures that service teams meet contractual obligations and maintain consistent response and resolution times.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
To calculate customer satisfaction scores.
Why it's wrong here
Satisfaction scores are collected via surveys, not SLAs.
- ✗
To provide customers with self-service knowledge articles.
Why it's wrong here
Knowledge articles are managed in the knowledge base, not by SLAs.
- ✓
To define and track time-based performance targets for case resolution.
Why this is correct
SLAs set expected response and resolution times and monitor compliance.
- ✗
To automatically route cases to the appropriate agent.
Why it's wrong here
Routing is handled by routing rule sets, not SLAs.
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