MB-230 Manage Cases in Customer Service Practice Question

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 an SLA with a KPI of type 'Resolve by' and set the pause condition to 'Status = Active'.

  Why it's wrong here

  Setting the pause condition to 'Status = Active' would pause the timer when the case is active, which is the opposite of what is needed. The timer should run when the case is active and pause when on hold. This configuration would prevent the timer from running during active work, making the SLA ineffective.

• ✗

  Create an SLA with a KPI of type 'First response by' and set the pause condition to 'Status = Active'.

  Why it's wrong here

  The 'First response by' KPI does not measure resolution time, and pausing on 'Active' is incorrect. This combination fails both requirements. The team needs a resolution KPI and pausing on hold. This option would not track resolution and would pause when the case is active, which is illogical.

• ✗

  Create an SLA with a KPI of type 'First response by' and set the pause condition to 'Status = On hold'.

  Why it's wrong here

  The 'First response by' KPI measures the time until the first response, not until resolution. The requirement is to track until resolution, so this KPI does not meet the need. Pausing on hold is correct, but the KPI type is wrong. You would need a different KPI to measure resolution time.

• ✓

  Create an SLA with a KPI of type 'Resolve by' and set the pause condition to 'Status = On hold'.

  Why this is correct

  The 'Resolve by' KPI measures the time from case creation until the case is resolved. Setting a pause condition on the status 'On hold' will pause the timer when the case is on hold and resume when the status changes. This meets both requirements. The SLA KPI will track the elapsed time excluding the paused periods.