Describe Dynamics 365 Customer Service →mediumMultiple ChoiceObjective-mapped

MB-910 SLA Practice Question

Exhibit

Refer to the exhibit.

Exhibit:
```json
{
  "businessHours": {
    "name": "Extended Hours",
    "timeZone": "Pacific Standard Time",
    "monday": [{"start": "08:00", "end": "20:00"}],
    "tuesday": [{"start": "08:00", "end": "20:00"}],
    "wednesday": [{"start": "08:00", "end": "20:00"}],
    "thursday": [{"start": "08:00", "end": "20:00"}],
    "friday": [{"start": "08:00", "end": "18:00"}],
    "saturday": [],
    "sunday": []
  }
}
```

Refer to the exhibit. A case has a 24-hour resolution SLA using the 'Extended Hours' business hours. The case is created on Friday at 4:00 PM. What is the deadline for resolution?

⚠ Common exam trap

Candidates may forget that SLA deadlines are based on business hours, not calendar hours, and mistakenly choose a calendar-based option like Monday at 4:00 PM or Saturday at 4:00 PM.

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

✓

Tuesday at 6:00 PM

The case is created on Friday at 4:00 PM. Using 'Extended Hours' business hours (assumed 8 AM–8 PM weekdays), the remaining business hours on Friday are 2 hours (4–6 PM). Then Monday has 12 hours (8 AM–8 PM), totaling 14 hours. Tuesday needs 10 more hours (from 8 AM to 6 PM) to reach 24 business hours, resulting in a deadline of Tuesday at 6:00 PM. Option A (Tuesday 8 AM) miscalculates the hours. Option B (Monday 4 PM) is based on calendar days, ignoring business hours. Option D (Saturday 4 PM) ignores business hours and weekends.

Answer analysis

Option-by-option breakdown

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

✗
Tuesday at 8:00 AM
Why it's wrong here
Tuesday at 8:00 AM is incorrect. It might result from miscalculating the remaining hours after Friday, e.g., assuming only 2 hours on Friday and then full Monday and part of Tuesday incorrectly.
✗
Monday at 4:00 PM
Why it's wrong here
Monday at 4:00 PM is incorrect because it represents 24 calendar hours from creation, ignoring that weekends do not count as business hours.
✓
Tuesday at 6:00 PM
Why this is correct
Tuesday at 6:00 PM is correct. As calculated, the 24 business hours from Friday 4:00 PM land on Tuesday at 6:00 PM.
✗
Saturday at 4:00 PM
Why it's wrong here
Saturday at 4:00 PM is incorrect because it ignores business hours entirely and simply adds 24 calendar hours, which falls on a non-business day.

Go deeper

MB-910 SLA Practice Question

Exhibit

Why each option matters

Option-by-option breakdown

Related to this question