Describe Dynamics 365 Customer Service →mediumMultiple ChoiceObjective-mapped

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Refer to the exhibit.

{
  "SLAKPIDefinition": {
    "Name": "First Response SLA",
    "ApplicableFrom": "CreatedOn",
    "SLAItem": {
      "Name": "Respond within 4 hours",
      "KPI": {
        "Name": "First Response Time",
        "Target": 240,
        "Warning": 180
      },
      "SuccessConditions": {
        "Field": "firstresponseby",
        "Operator": "not-null"
      },
      "FailureConditions": {
        "Field": "firstresponseby",
        "Operator": "null"
      }
    }
  }
}

Refer to the exhibit. The SLA is defined with a target of 240 minutes and a warning at 180 minutes. A case is created at 9:00 AM and the first response is sent at 1:30 PM. What is the SLA status?

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

✓

Failed

The SLA has a target of 240 minutes (4 hours) and a warning at 180 minutes. The case was created at 9:00 AM, and the first response was sent at 1:30 PM, which is 4.5 hours (270 minutes) later. Since 270 minutes exceeds the target of 240 minutes, the SLA status is Failed (Option C). Option A, Non-compliant, is not a valid status in Dynamics 365 Customer Service; the statuses are Succeeded, Warning, and Failed. Option B, Warning, would apply if the response occurred after 180 minutes but before 240 minutes. Option D, Succeeded, would require the response within 240 minutes, which was not the case.

Answer analysis

Option-by-option breakdown

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

✗
Non-compliant
Why it's wrong here
Non-compliant is not a standard SLA status; statuses are Succeeded, Warning, Failed, or Paused.
✗
Warning
Why it's wrong here
Warning triggers between 180 and 240 minutes; at 1:30 PM it is 270 minutes, past warning and target.
✓
Failed
Why this is correct
The first response was after 240 minutes, so the SLA KPI fails.
✗
Succeeded
Why it's wrong here
Succeeded only if first response is within 240 minutes. 1:30 PM is 270 minutes, so exceeded.

Go deeper

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Why each option matters

Option-by-option breakdown

Related to this question