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.
Which TWO are valid service-level agreement (SLA) types in Dynamics 365 Customer Service?
Basic SLA
Why wrong: Basic SLA is not a valid SLA type.
Enhanced SLA
Enhanced SLA supports multiple KPIs and actions.
Premium SLA
Why wrong: Premium SLA is not a valid type.
Standard SLA
Standard SLA tracks against a single KPI.
Custom SLA
Why wrong: Custom SLA is not a predefined type.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
Enhanced SLA
In Dynamics 365 Customer Service, the two valid SLA types are Enhanced SLA and Standard SLA. Enhanced SLA allows for advanced features like SLA KPIs, actions, and business process flows, while Standard SLA provides basic SLA tracking with simple conditions and time calculations. Both are native SLA types within the application, with Enhanced being the default for new environments.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
Basic SLA
Why it's wrong here
Basic SLA is not a valid SLA type.
Enhanced SLA
Why this is correct
Enhanced SLA supports multiple KPIs and actions.
Related concept
Read the scenario before looking for a memorised answer.
Premium SLA
Why it's wrong here
Premium SLA is not a valid type.
Standard SLA
Why this is correct
Standard SLA tracks against a single KPI.
Related concept
Read the scenario before looking for a memorised answer.
Custom SLA
Why it's wrong here
Custom SLA is not a predefined type.
Common exam traps
The trap here is that candidates often confuse the licensing tiers (Basic, Essential, Premium) with the actual SLA types available in Dynamics 365 Customer Service, leading them to incorrectly select 'Basic SLA' or 'Premium SLA' instead of the correct 'Standard SLA' and 'Enhanced SLA'.
Detailed technical explanation
Under the hood, Standard SLA uses a simple time calculation based on calendar or business hours, while Enhanced SLA supports SLA KPIs that can be associated with actions (e.g., sending emails, updating fields) and can be paused/resumed. Enhanced SLA also integrates with the timeline and allows for multiple SLA items per entity, making it suitable for complex customer service scenarios like tiered support agreements. A real-world example: a support team might use Enhanced SLA to automatically escalate a case if a critical SLA KPI is breached, triggering a workflow to notify a manager.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
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
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FAQ
Describe Dynamics 365 Customer Service — This question tests Describe Dynamics 365 Customer Service — Read the scenario before looking for a memorised answer..
The correct answer is: Enhanced SLA — In Dynamics 365 Customer Service, the two valid SLA types are Enhanced SLA and Standard SLA. Enhanced SLA allows for advanced features like SLA KPIs, actions, and business process flows, while Standard SLA provides basic SLA tracking with simple conditions and time calculations. Both are native SLA types within the application, with Enhanced being the default for new environments.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Read the scenario before looking for a memorised answer.
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Last reviewed: Jun 24, 2026
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