MB-230 Manage Cases in Customer Service Practice Question
Exhibit
{
"case_status": "In Progress",
"sla_status": "Non-compliant",
"failure_time": "2023-10-27T14:00:00Z",
"warning_time": "2023-10-27T13:30:00Z"
}Refer to the exhibit. A case has reached a 'Non-compliant' state. Based on the provided JSON data, which action should the system administrator take to ensure the team is proactively alerted before the failure time?
⚠ Common exam trap
Candidates often try to modify failure time logic instead of configuring proactive warning actions to alert users before non-compliance occurs.
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 SLA warning actions
The exhibit shows that the 'Warning' time occurs 30 minutes before the 'Failure' time. To improve proactive management, the administrator should configure SLA items to trigger notifications or Power Automate flows at the warning time threshold. This allows agents to prioritize urgent cases before they officially miss the SLA, ensuring that the team remains compliant and maintains high service standards by addressing issues while they are still in the warning zone.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Create a workflow to update the failure time
Why it's wrong here
Updating the failure time is a bad practice as it artificially inflates performance metrics and masks underlying process issues. SLAs should reflect actual business requirements rather than being modified to avoid non-compliance. Administrators should instead focus on improving response times or adjusting staffing levels to meet the original deadlines.
- ✗
Configure SLA failure actions
Why it's wrong here
Failure actions only execute once the deadline has already passed and the record is already non-compliant. These are useful for reporting or escalation but do not provide the proactive alert needed to prevent the failure from occurring in the first place, thus failing to meet the stated business requirement.
- ✓
Configure SLA warning actions
Why this is correct
SLA warning actions execute at the warning time threshold defined in the SLA KPI item. By setting up email notifications or tasks at this point, agents are alerted while the case is still compliant. This proactive notification is the correct mechanism for ensuring that teams address cases before failure occurs.
- ✗
Enable auto-resolve for non-compliant cases
Why it's wrong here
Automatically resolving cases that are non-compliant is an incorrect business process. It closes unresolved issues without providing a solution, which will frustrate customers and significantly damage the organization's reputation. Proper management requires human intervention to resolve the underlying issue, not a programmatic closure of the ticket record itself.
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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
This MB-230 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-230 exam.