MB-910 Describe Dynamics 365 Customer Service Practice Question
Your organization wants to enforce that all high-priority cases from premium customers are answered within 2 hours. Which configuration ensures this?
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
✓
SLA KPIs
SLA KPIs can be configured to measure response time and trigger warnings when breached. Option A is wrong because Customer Service Insights provides analytics but does not enforce response times. Option C is wrong because Power Automate can send notifications but does not define the target time. Option D is wrong because Unified Routing rules assign cases but do not enforce response times.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Customer Service Insights
Why it's wrong here
Customer Service Insights provides analytics and insights but does not configure or enforce response time SLAs.
- ✓
SLA KPIs
Why this is correct
SLA KPIs allow you to define response time targets and measure compliance, making it the correct choice.
- ✗
Power Automate
Why it's wrong here
Power Automate can automate workflows and send notifications, but it does not inherently enforce SLA time targets.
- ✗
Unified Routing rules
Why it's wrong here
Unified Routing rules determine how cases are assigned to agents or queues, not the response time enforcement.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This MB-910 practice question is part of Courseiva's free Microsoft certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the MB-910 exam.