Describe Dynamics 365 Customer Service →hardMultiple ChoiceObjective-mapped

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Refer to the exhibit.

{
  "name": "Premium Support SLA",
  "businessHours": "Custom Calendar",
  "slaItem": [
    {
      "name": "Initial Response",
      "failureTime": 60,
      "successConditions": {
        "field": "statuscode",
        "value": "In Progress"
      },
      "failureActions": [
        {
          "type": "Escalate to Queue",
          "queue": "Escalation Queue"
        }
      ]
    }
  ]
}

Refer to the exhibit. A premium support case is not updated within 60 minutes. What will happen according to the SLA configuration?

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 will be escalated to the Escalation Queue.

The SLA item has a failure time of 60 minutes and a failure action to escalate to the Escalation Queue. Therefore, option C is correct. Option A is incorrect because the case will not automatically close; the failure action is escalation. Option B is incorrect because the SLA configuration does not trigger a notification to the customer; it escalates the case. Option D is incorrect because the case is escalated to the Escalation Queue, not reassigned to the agent's manager.

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 case will automatically close.
Why it's wrong here
No close action is configured.
✗
The case will trigger a notification to the customer.
Why it's wrong here
No notification action is configured.
✓
The case will be escalated to the Escalation Queue.
Why this is correct
The failure action escalates to Escalation Queue.
✗
The case will be reassigned to the agent's manager.
Why it's wrong here
No reassign action is configured.

Go deeper

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Why each option matters

Option-by-option breakdown

Related to this question