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 a holiday schedule that includes all non-business hours and apply it to the SLA.

  Why it's wrong here

  Holiday schedules are used to define specific dates when the business is closed, such as public holidays. They do not define recurring non-business hours like evenings and weekends. Using a holiday schedule for all non-business hours would be impractical and would not automatically handle recurring daily non-business hours. The correct approach is to use a customer service schedule that defines business hours.

• ✗

  Set the SLA to use the default schedule and create a workflow that pauses the timer when a case is created outside business hours.

  Why it's wrong here

  The default schedule in Dynamics 365 Customer Service is typically 24x7, so it would not restrict the timer to business hours. Creating a workflow to pause the timer is overly complex and may not accurately handle the resume at the next business hour. The SLA engine already supports business schedules, so a custom workflow is unnecessary and less reliable. This approach does not fulfill the requirement efficiently.

• ✗

  Configure the SLA to use a 24x7 schedule and manually adjust the timer for cases created outside business hours.

  Why it's wrong here

  Using a 24x7 schedule would cause the timer to run continuously, including outside business hours, which violates the requirement. Manually adjusting timers is error-prone and not scalable. The system should automatically handle business hours without manual intervention. This approach does not meet the requirement and would likely result in SLA breaches for cases created after hours.

• ✓

  Create a customer service schedule with the business hours and apply it to the SLA, then set the first response KPI to use the schedule.

  Why this is correct

  A customer service schedule defines the working hours and is applied to the SLA to ensure that the timer only runs during those hours. By setting the first response KPI to use this schedule, the SLA timer will pause outside business hours and resume at the next business hour. This precisely meets the requirement to only count business hours and handle cases created outside business hours appropriately.