Describe Dynamics 365 Customer Service →mediumMultiple ChoiceObjective-mapped

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

{
  "sla": "Premium SLA",
  "terms": {
    "response_time": "1 hour",
    "resolution_time": "4 hours"
  },
  "calendar": {
    "working_hours": {
      "start": "09:00",
      "end": "17:00",
      "timezone": "Pacific Standard Time"
    }
  }
}

Refer to the exhibit. A customer creates a case at 3:00 PM PST on a weekday. Based on the SLA configuration, by when must the first response be made?

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

✓

4:00 PM PST same day

The response time is 1 hour, and the case was created at 3:00 PM PST, so the deadline is 4:00 PM PST. Option A is wrong because it does not account for the 1-hour response time. Option C is wrong because resolution is 4 hours, not response. Option D is wrong because it's within working hours.

Answer analysis

Option-by-option breakdown

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

✗
3:00 PM PST same day
Why it's wrong here
The response must be within 1 hour, not immediately.
✓
4:00 PM PST same day
Why this is correct
1 hour after creation at 3:00 PM is 4:00 PM.
✗
9:00 AM PST next day
Why it's wrong here
The response time is within working hours same day.
✗
7:00 PM PST same day
Why it's wrong here
That is the resolution deadline (4 hours), not response.

Go deeper

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Why each option matters

Option-by-option breakdown

Related to this question