Question 357 of 977

Describe Dynamics 365 Customer Service →mediumMultiple ChoiceObjective-mapped

Quick Answer

The correct answer is Tuesday at 6:00 PM. This is determined by calculating the 24-hour resolution SLA using the 'Extended Hours' business hours, which in this scenario run from 8:00 AM to 8:00 PM on weekdays. Starting from Friday at 4:00 PM, only 2 business hours remain that day (4:00 PM to 6:00 PM), then 12 hours on Monday (8:00 AM to 8:00 PM) bring the total to 14, and finally 10 hours on Tuesday (8:00 AM to 6:00 PM) complete the 24-hour deadline. On the MB-910 exam, this question tests your ability to apply SLA deadline calculation with business hours, a common trap being to mistakenly count calendar days or ignore the extended schedule entirely. Remember the memory tip: "Count the remaining hours on the start day first, then fill full business days, and stop when you hit the exact hour needed."

MB-910 Describe Dynamics 365 Customer Service 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. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. 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?

Question 1mediummultiple choice

Full question →

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": []
  }
}
```

A
Tuesday at 8:00 AM
Why wrong: That would be 2 hours Friday + 8 hours Monday = 10 hours.
B
Monday at 4:00 PM
Why wrong: Monday at 4 PM is only 2 business hours on Friday plus 8 hours on Monday = 10 hours.
C
Tuesday at 6:00 PM
2 hours Friday + 12 hours Monday + 10 hours Tuesday = 24 business hours.
D
Saturday at 4:00 PM
Why wrong: Calendar 24 hours would be Saturday, but business hours exclude weekends.

Full breakdown with real-world context →

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 D is correct because from Friday 4 PM, 24 business hours: Friday 4-6 PM (2 hours left), then Monday 8 AM-8 PM (12 hours), Tuesday 8 AM-8 PM (12 hours) = 26 hours, but we need 24: after Monday 8 AM-8 PM (12 hours) total 14, Tuesday 8 AM to 6 PM (10 hours) = 24 hours, so Tuesday 6 PM. Option A is wrong because it ignores business hours. Option B is wrong because it uses calendar days. Option C is wrong because it miscalculates.

Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.

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
That would be 2 hours Friday + 8 hours Monday = 10 hours.
✗
Monday at 4:00 PM
Why it's wrong here
Monday at 4 PM is only 2 business hours on Friday plus 8 hours on Monday = 10 hours.
✓
Tuesday at 6:00 PM
Why this is correct
2 hours Friday + 12 hours Monday + 10 hours Tuesday = 24 business hours.
Related concept
Read the scenario before looking for a memorised answer.
✗
Saturday at 4:00 PM
Why it's wrong here
Calendar 24 hours would be Saturday, but business hours exclude weekends.

Common exam traps

Common exam trap: answer the scenario, not the keyword

Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.

Detailed technical explanation

How to think about this question

This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.

KKey Concepts to Remember

Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
Use explanations to understand the rule behind the answer.

TExam Day Tips

Underline the problem statement mentally.
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

Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.

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. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. 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.

Identify which MB-910 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.

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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 — Read the scenario before looking for a memorised answer..

What is the correct answer to this question?

The correct answer is: Tuesday at 6:00 PM — Option D is correct because from Friday 4 PM, 24 business hours: Friday 4-6 PM (2 hours left), then Monday 8 AM-8 PM (12 hours), Tuesday 8 AM-8 PM (12 hours) = 26 hours, but we need 24: after Monday 8 AM-8 PM (12 hours) total 14, Tuesday 8 AM to 6 PM (10 hours) = 24 hours, so Tuesday 6 PM. Option A is wrong because it ignores business hours. Option B is wrong because it uses calendar days. Option C is wrong because it miscalculates.

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

What is the key concept behind this question?

Read the scenario before looking for a memorised answer.

About these practice questions

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Last reviewed: Jun 21, 2026

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