Explore the core capabilities of customer engagement apps in Dynamics 365 →hardMultiple ChoiceObjective-mapped

MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365

Exhibit

{
  "sla": {
    "name": "Gold SLA",
    "slaItem": [
      {
        "name": "Initial Response",
        "successConditions": {
          "field": "statuscode",
          "value": "In Progress"
        },
        "failureAfter": 60,
        "actionUrl": null
      }
    ]
  }
}

Refer to the exhibit. A customer service administrator configures the SLA JSON shown. What is the likely outcome when a case is created?

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

✓

SLA is applied and will fail if the case is not set to 'In Progress' within 60 minutes

The SLA JSON defines a failure condition: within 60 minutes the case must have its statuscode set to 'In Progress' (value 2), or the SLA will fail. Since no actionUrl is specified, no custom action runs on failure. Option A is incorrect because the SLA success condition is on statuscode being 2, not on case resolution. Option C is incorrect because the SLA will fail after 60 minutes if the status is not updated, not succeed automatically. Option D is incorrect because actionUrl is optional for warning/failure actions; the SLA is still applied.

Answer analysis

Option-by-option breakdown

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

✗
SLA is applied and will succeed once the case is resolved
Why it's wrong here
Success condition is on statuscode, not resolution.
✓
SLA is applied and will fail if the case is not set to 'In Progress' within 60 minutes
Why this is correct
Failure condition triggers after 60 minutes.
✗
SLA is applied and will succeed automatically after 60 minutes
Why it's wrong here
SLA fails if status not changed.
✗
No SLA is applied because actionUrl is missing
Why it's wrong here
actionUrl is optional; SLA still applies.

Go deeper

MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365

Exhibit

Why each option matters

Option-by-option breakdown

Related to this question