MB-910 Describe Dynamics 365 Customer Service Practice Question
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 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
✓
An email is sent to the case owner
The SLA has a failure action defined: when the response time term for High priority (4 hours) is not met, the failure action sends an email to the case owner. Option A is incorrect because the SLA is not paused; it has already failed. Option B is incorrect because the case is not automatically escalated to the next tier; the failure action is triggered. Option D is incorrect because the system does not wait for the 8-hour term; the failure action fires after the 4-hour term is breached.
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.
- ✗
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.
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