MB-230 Manage Cases in Customer Service Practice Question
A customer service manager at Northwind Traders is configuring SLAs. The manager needs to ensure that the resolution time KPI for a case is paused when the case status is changed to 'On Hold' and resumed when the status is changed back to 'In Progress'. Which configuration should the manager use?
⚠ Common exam trap
The trap here is thinking that workflows or business rules can pause SLA timers, but only the SLA KPI's built-in pause conditions can directly control the timer based on field values.
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
✓
Configure the SLA KPI with a pause condition on the Case Status field when it equals 'On Hold'.
SLA KPIs in Dynamics 365 Customer Service allow administrators to define pause conditions based on field values. By setting a pause condition on the Case Status field when it equals 'On Hold', the resolution time KPI timer will automatically pause when the case is put on hold and resume when the status changes back. This is the native and correct way to implement the requirement.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Use a business rule to set the SLA KPI to paused when the status is 'On Hold'.
Why it's wrong here
Business rules can set field values or show/hide fields, but they cannot control SLA KPI timers. SLA KPIs are managed by the SLA engine, and pause conditions are configured directly on the KPI. Business rules do not have the capability to pause or resume SLA timers, so this option would not work and is not a supported configuration for this scenario.
- ✓
Configure the SLA KPI with a pause condition on the Case Status field when it equals 'On Hold'.
Why this is correct
SLA KPIs support pause conditions based on field values. By setting a pause condition on the Case Status field when it equals 'On Hold', the SLA timer for the KPI will pause when that condition is met and resume when the condition is no longer true. This directly meets the requirement to pause and resume the resolution time KPI based on case status changes.
- ✗
Create a workflow that pauses the SLA timer when the case status changes to 'On Hold'.
Why it's wrong here
Workflows cannot directly pause SLA timers. SLA KPIs have built-in pause conditions that are evaluated by the system. While a workflow could update a field that the SLA uses as a pause condition, it is an indirect and unnecessary approach. The native pause condition on the SLA KPI is the correct and supported method to achieve the requirement without custom automation.
- ✗
Configure the SLA KPI with a warning threshold that triggers when the status is 'On Hold'.
Why it's wrong here
Warning thresholds are used to alert agents when an SLA is approaching its target, not to pause the timer. Setting a warning threshold based on status would not pause the resolution time; it would only change when warnings are displayed. The requirement is to pause the timer, which requires a pause condition, not a warning threshold. Therefore, this option does not meet the need.
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Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official Microsoft exam blueprint
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