MB-230 Manage Cases in Customer Service Practice Question
A support team needs to track the time spent on a case from creation until the first response is sent. Which SLA KPI should be configured to meet this requirement?
⚠ Common exam trap
Candidates often confuse First Response By KPI with Resolve By KPI or periodic SLA status metrics, missing the specific metric for initial contact.
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
✓
First Response By KPI
The 'First Response By' SLA KPI is specifically designed to measure the time elapsed from case creation to the initial communication with the customer. Monitoring this metric is vital for maintaining service level agreements and customer satisfaction. By configuring this, managers can identify bottlenecks in initial response times, allowing for targeted training or process improvements to ensure that customers receive timely acknowledgment of their issues.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Resolve By KPI
Why it's wrong here
The 'Resolve By' KPI tracks the duration until a case status is changed to Resolved. While critical for overall turnaround time, it ignores the initial customer engagement phase. Relying solely on this metric hides delays in the early stages of the support interaction, potentially leading to poor customer perception.
- ✓
First Response By KPI
Why this is correct
The 'First Response By' KPI is engineered to track the duration from the moment a case is created until the first response activity is generated. This is the precise metric required to enforce responsiveness standards, ensuring that agents prioritize acknowledging new cases within the defined timeframe in the SLA policy.
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Escalation By KPI
Why it's wrong here
Escalation KPIs are used to trigger notification or routing actions when a case has been idle for too long. They do not specifically measure the latency of the first customer interaction. Using an escalation KPI would only tell you when a case is ignored, not when the first contact occurred.
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Wait Time KPI
Why it's wrong here
Wait Time KPIs generally relate to the duration a customer spends in a queue before connecting to an agent, particularly in omni-channel environments. This metric is independent of the case-level 'First Response By' requirement, which measures the business-side responsiveness once the case record has already been successfully instantiated.
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JA
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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