MB-910 Describe Dynamics 365 Customer Service Practice Question
Which TWO are valid service-level agreement (SLA) types in Dynamics 365 Customer Service?
⚠ Common exam trap
A common mix-up: candidates 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'.
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
✓
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.
Answer analysis
Option-by-option breakdown
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.
- ✗
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.
- ✗
Custom SLA
Why it's wrong here
Custom SLA is not a predefined type.
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