The correct answer is that an email is sent to the case owner. This happens because the GoldSLA defines a four-hour ResponseTime for High priority cases, and after five hours without a response, the SLA has clearly breached its target. In Dynamics 365 Customer Service, SLA failure actions are configured to execute automatically when a term expires without being met, and in this scenario the failure action is set to send an email notification to the owner. On the MB-910 exam, this question tests your understanding of how SLA terms and failure actions work in sequence—a common trap is assuming the SLA pauses or escalates to the next term, but the correct behavior is that the failure action fires immediately at the breach point. Remember the key distinction: failure actions are triggered by the elapsed time exceeding the term’s duration, not by the next term starting. A helpful memory tip is “fail and mail”—when an SLA term fails, the configured action (like emailing the owner) is what executes, not a pause or escalation.
MB-910 Describe Dynamics 365 Customer Service Practice Question
This MB-910 practice question tests your understanding of describe dynamics 365 customer service. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. 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.
Case entity SLA configuration:
- SLA: GoldSLA
- Terms:
- Term1: ResponseTime: 4 hours, Applicable when priority = 'High'
- Term2: ResponseTime: 8 hours, Applicable when priority = 'Normal'
- Failure actions: Send email to case owner
Refer to the exhibit. A case with priority 'High' is created and the GoldSLA is applied. After 5 hours, the case has not been responded to. What will happen?
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
An email is sent to the case owner
Option A is correct because the ResponseTime for High priority is 4 hours. Since 5 hours have passed, the SLA has failed, and the failure action (send email to case owner) will execute. Option B is wrong because the failure action is triggered at 4 hours, not at the next term. Option C is wrong because the SLA is not paused; it continues. Option D is wrong because the SLA does not automatically escalate to next term; failure action fires.
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 SLA is paused until the case is updated
Why it's wrong here
SLA is not paused; failure action triggers.
✗
The case is automatically escalated to the next tier
Why it's wrong here
Escalation is not configured in the failure action.
✓
An email is sent to the case owner
Why this is correct
The SLA term for High priority has a 4-hour response time; after 5 hours, failure action triggers.
Related concept
Read the scenario before looking for a memorised answer.
✗
The system waits for the 8-hour term to fail
Why it's wrong here
The 8-hour term applies to Normal priority, not High.
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 media company stores terabytes of video archives that are accessed once a year for audit purposes. Moving these objects to a cold storage tier (Azure Archive, S3 Glacier, or Google Nearline) costs a fraction of hot storage. Questions like this test whether you understand storage tiers, access frequency tradeoffs, and retrieval latency requirements.
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.
Describe Dynamics 365 Customer Service — This question tests Describe Dynamics 365 Customer Service — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: An email is sent to the case owner — Option A is correct because the ResponseTime for High priority is 4 hours. Since 5 hours have passed, the SLA has failed, and the failure action (send email to case owner) will execute. Option B is wrong because the failure action is triggered at 4 hours, not at the next term. Option C is wrong because the SLA is not paused; it continues. Option D is wrong because the SLA does not automatically escalate to next term; failure action fires.
What should I do if I get this MB-910 question wrong?
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.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
About these practice questions
Courseiva creates original exam-style practice questions with explanations and wrong-answer analysis. It does not publish real exam questions, exam dumps, or protected exam content. Learn why practice questions differ from exam dumps →
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. Refer to the exhibit. A premium support case is not updated within 60 minutes. What will happen according to the SLA configuration?
hard
A.The case will automatically close.
B.The case will trigger a notification to the customer.
✓ C.The case will be escalated to the Escalation Queue.
D.The case will be reassigned to the agent's manager.
Why C: The SLA item has a failureTime of 60 minutes and a failure action to escalate to Escalation Queue. Option B is correct. Option A is wrong because the success condition is statuscode set to In Progress. Option C and D are not configured.
Variation 2. An organization wants to ensure that critical support cases are escalated if not resolved within 4 hours. Which feature should be configured?
medium
A.Copilot
B.Timeline
C.Unified Routing
✓ D.Service Level Agreements (SLA)
Why D: SLA (Service Level Agreement) with escalation actions triggers after time. Option A is correct. Option B (Unified Routing) assigns work. Option C (Copilot) assists. Option D (Timeline) shows history.
Last reviewed: Jun 21, 2026
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