Describe Dynamics 365 Customer Service →hardMultiple ChoiceObjective-mapped

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Refer to the exhibit.

Exhibit:
```json
{
  "name": "Case Resolution SLA",
  "slaType": 1,
  "slaItem": [
    {
      "name": "First Response",
      "slaKPI": "firstresponsesla",
      "businessHours": "Default Business Hours",
      "warningTime": 4,
      "failureTime": 8
    },
    {
      "name": "Resolution",
      "slaKPI": "resolutiontime",
      "businessHours": "Default Business Hours",
      "warningTime": 48,
      "failureTime": 72
    }
  ]
}
```

Refer to the exhibit. An administrator creates an Enhanced SLA with the above configuration. A case is created on Monday at 9:00 AM during business hours. Business hours are 9 AM to 5 PM, Monday to Friday. At what time will the 'First Response' SLA first trigger a warning?

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

✓

Monday at 1:00 PM

The Enhanced SLA has a warning time of 4 business hours. The case is created on Monday at 9:00 AM during business hours (9 AM to 5 PM). Adding 4 business hours: 9 AM to 12 PM is 3 hours, then 12 PM to 1 PM is the break, so the next business hour is 1 PM to 2 PM. After 1 hour, the total is 4 business hours, reaching Monday at 1:00 PM. Therefore, option C (Monday at 1:00 PM) is correct. Options A and B incorrectly use calendar hours or days, and option D incorrectly refers to calendar 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.

✗
Tuesday at 9:00 AM
Why it's wrong here
That would be 24 calendar hours, not 4 business hours.
✗
Wednesday at 9:00 AM
Why it's wrong here
That is 48 calendar hours, not 4 business hours.
✓
Monday at 1:00 PM
Why this is correct
4 business hours from 9 AM is 1 PM (9-12, 1-2).
✗
Monday at 1:00 PM (calendar hours)
Why it's wrong here
Calendar hours would be 1 PM, but business hours are used.

Go deeper

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Why each option matters

Option-by-option breakdown

Related to this question