Describe Dynamics 365 Customer Service →easyMultiple ChoiceObjective-mapped

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Refer to the exhibit.
{
  "sla": {
    "name": "Gold SLA",
    "business_hours": {"name": "Standard 9-5", "timezone": "Pacific Standard Time"},
    "terms": [
      {
        "name": "Initial Response",
        "applies_to": "case",
        "conditions": [{"attribute": "prioritycode", "operator": "eq", "value": 1}],
        "success_criteria": {"time": 2, "unit": "hour"},
        "failure_action": "escalate"
      }
    ]
  }
}

Refer to the exhibit. A Gold SLA is configured with the terms shown. A high-priority case (priority 1) is created at 10:00 AM Pacific Time on a weekday. What happens if the case is not responded to by 12:00 PM Pacific Time?

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 as per failure action

The SLA term requires initial response within 2 hours for priority 1 cases. If not met, the failure action is 'escalate'. The SLA is based on business hours, but since the case was created during business hours, the clock runs.

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 agent receives a warning notification
Why it's wrong here
Failure action is escalate, not warning.
✗
The case is automatically resolved
Why it's wrong here
No such action.
✗
The SLA is paused until next business day
Why it's wrong here
SLA runs during business hours; case created within hours.
✓
The case is escalated as per failure action
Why this is correct
Failure action is escalate.

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MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Why each option matters

Option-by-option breakdown

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