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MB-910 SLA (Service Level Agreement) Practice Question

Exhibit

{
  "sla": {
    "name": "GoldSupport",
    "slaItems": [
      {
        "name": "FirstResponse",
        "slaTerm": {
          "duration": 1,
          "durationUnit": "Hours"
        },
        "failureAction": "Escalate",
        "successAction": "Notify"
      }
    ]
  }
}

Refer to the exhibit. A Dynamics 365 Customer Service SLA is configured as shown. A case with the Gold Support SLA is created but the first response is not provided within 1 hour. 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

✓

The case is escalated

The SLA failure action is set to "Escalate", so when the first response is not provided within 1 hour, the case is escalated. Option A is incorrect because a notification is not sent; the failure action is escalation, not notification. Option B is incorrect because the case is not rerouted. Option D is incorrect because the case is not automatically closed.

Answer analysis

Option-by-option breakdown

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

✗
A notification is sent
Why it's wrong here
Notification is typically sent on success, but the failure action is escalate, not notify.
✗
The case is rerouted to another queue
Why it's wrong here
The failure action is escalate, not reroute to another queue.
✓
The case is escalated
Why this is correct
The failure action is set to escalate, so when the response is not provided within 1 hour, the case is escalated.
✗
The case is automatically closed
Why it's wrong here
The failure action is escalate, not automatically close the case.

Go deeper

MB-910 SLA (Service Level Agreement) Practice Question

Exhibit

Why each option matters

Option-by-option breakdown

Related to this question