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Describe Dynamics 365 Customer Service →mediumMultiple ChoiceObjective-mapped

MB-910 SLA Practice Question

This MB-910 practice question tests your understanding of describe dynamics 365 customer service. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. A key principle to apply: sLA. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.

Exhibit

Refer to the exhibit.

Exhibit:
```json
{
  "businessHours": {
    "name": "Extended Hours",
    "timeZone": "Pacific Standard Time",
    "monday": [{"start": "08:00", "end": "20:00"}],
    "tuesday": [{"start": "08:00", "end": "20:00"}],
    "wednesday": [{"start": "08:00", "end": "20:00"}],
    "thursday": [{"start": "08:00", "end": "20:00"}],
    "friday": [{"start": "08:00", "end": "18:00"}],
    "saturday": [],
    "sunday": []
  }
}
```

Refer to the exhibit. A case has a 24-hour resolution SLA using the 'Extended Hours' business hours. The case is created on Friday at 4:00 PM. What is the deadline for resolution?

Exhibit

Refer to the exhibit.

Exhibit:
```json
{
  "businessHours": {
    "name": "Extended Hours",
    "timeZone": "Pacific Standard Time",
    "monday": [{"start": "08:00", "end": "20:00"}],
    "tuesday": [{"start": "08:00", "end": "20:00"}],
    "wednesday": [{"start": "08:00", "end": "20:00"}],
    "thursday": [{"start": "08:00", "end": "20:00"}],
    "friday": [{"start": "08:00", "end": "18:00"}],
    "saturday": [],
    "sunday": []
  }
}
```

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

✓

Tuesday at 6:00 PM

Option C is correct. The case is created on Friday at 4:00 PM. Using 'Extended Hours' business hours (assumed 8 AM–8 PM weekdays), the remaining business hours on Friday are 2 hours (4–6 PM). Then Monday has 12 hours (8 AM–8 PM), totaling 14 hours. Tuesday needs 10 more hours (from 8 AM to 6 PM) to reach 24 business hours, resulting in a deadline of Tuesday at 6:00 PM. Option A (Tuesday 8 AM) miscalculates the hours. Option B (Monday 4 PM) is based on calendar days, ignoring business hours. Option D (Saturday 4 PM) ignores business hours and weekends.

Key principle: SLA

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 8:00 AM

    Why it's wrong here

    Tuesday at 8:00 AM is incorrect. It might result from miscalculating the remaining hours after Friday, e.g., assuming only 2 hours on Friday and then full Monday and part of Tuesday incorrectly.

  • ✗

    Monday at 4:00 PM

    Why it's wrong here

    Monday at 4:00 PM is incorrect because it represents 24 calendar hours from creation, ignoring that weekends do not count as business hours.

  • ✓

    Tuesday at 6:00 PM

    Why this is correct

    Tuesday at 6:00 PM is correct. As calculated, the 24 business hours from Friday 4:00 PM land on Tuesday at 6:00 PM.

    Related concept

    SLA

  • ✗

    Saturday at 4:00 PM

    Why it's wrong here

    Saturday at 4:00 PM is incorrect because it ignores business hours entirely and simply adds 24 calendar hours, which falls on a non-business day.

Common exam traps

Common exam trap: answer the scenario, not the keyword

Candidates may forget that SLA deadlines are based on business hours, not calendar hours, and mistakenly choose a calendar-based option like Monday at 4:00 PM or Saturday at 4:00 PM.

Detailed technical explanation

How to think about this question

Treat this as a scenario question. Identify the problem, the constraint, and the best action. Then compare each option against those facts.

KKey Concepts to Remember

  • SLA
  • Business Hours
  • Resolution Deadline

TExam Day Tips

  • Watch for words such as best, first, most likely and least administrative effort.
  • Review why wrong options are wrong, not only why the correct option is correct.

Key takeaway

SLA

Real-world example

How this comes up in practice

A cloud solutions architect for a retail company is evaluating services for a new workload. The correct answer here reflects best practice for the specific scenario described — not a general cloud recommendation. SLA Cloud exam questions reward reading the constraint carefully: the same technology can be right or wrong depending on the use case.

What to study next

Got this wrong? Here's your next step.

Review sLA, then practise related MB-910 questions on the same topic to reinforce the concept.

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FAQ

Questions learners often ask

What does this MB-910 question test?

Describe Dynamics 365 Customer Service — This question tests Describe Dynamics 365 Customer Service — SLA.

What is the correct answer to this question?

The correct answer is: Tuesday at 6:00 PM — Option C is correct. The case is created on Friday at 4:00 PM. Using 'Extended Hours' business hours (assumed 8 AM–8 PM weekdays), the remaining business hours on Friday are 2 hours (4–6 PM). Then Monday has 12 hours (8 AM–8 PM), totaling 14 hours. Tuesday needs 10 more hours (from 8 AM to 6 PM) to reach 24 business hours, resulting in a deadline of Tuesday at 6:00 PM. Option A (Tuesday 8 AM) miscalculates the hours. Option B (Monday 4 PM) is based on calendar days, ignoring business hours. Option D (Saturday 4 PM) ignores business hours and weekends.

What should I do if I get this MB-910 question wrong?

Review sLA, then practise related MB-910 questions on the same topic to reinforce the concept.

What is the key concept behind this question?

SLA

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Last reviewed: Jun 21, 2026

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