MB-230 Manage Cases in Customer Service Practice Question
You are configuring SLAs in Dynamics 365 Customer Service for a support organization. The organization has a requirement that the first response time KPI should only count business hours and should pause when the case is in a 'Waiting on Customer' status. The SLA should apply only to cases with a priority of 'High' or 'Critical'. What should you configure to meet these requirements?
⚠ Common exam trap
The trap here is assuming that a business rule can control SLA application or that a 24x7 calendar can be used when business hours are required.
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
✓
Create an SLA with a calendar that defines business hours, set the KPI to pause on 'Waiting on Customer' status, and apply the SLA to cases with priority High or Critical.
The correct configuration uses an SLA with a business hours calendar to count only business hours, configures the KPI to pause when the case status is 'Waiting on Customer', and applies the SLA conditionally to cases with priority High or Critical. This leverages native SLA capabilities and meets all requirements without custom code. Other options either fail to use business hours or incorrectly apply the SLA to all cases.
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 business hours calendar, set the KPI to pause on 'Waiting on Customer', and apply the SLA to all cases, then use a business rule to hide the SLA for non-High/Critical cases.
Why it's wrong here
Applying the SLA to all cases and then using a business rule to hide it does not prevent the SLA from being applied and tracked. Business rules control form behavior, not SLA application. The SLA would still be active for all cases, violating the requirement to apply only to High and Critical priorities.
- ✗
Create an SLA with a 24x7 calendar, set the KPI to pause on 'Waiting on Customer', and use a workflow to apply the SLA only to High and Critical cases.
Why it's wrong here
Using a 24x7 calendar would count all hours, not just business hours. A workflow could apply the SLA conditionally, but the calendar requirement is not met. The SLA itself can be conditionally applied without a workflow, so this option is unnecessarily complex and fails the business hours requirement.
- ✗
Create a custom entity to track response times and use a plugin to calculate business hours and pause during 'Waiting on Customer'.
Why it's wrong here
Custom development with plugins is not necessary and would be complex to maintain. The out-of-the-box SLA feature already supports business hours calendars and pausing on status changes. This option reinvents the wheel and may not integrate with standard SLA reporting.
- ✓
Create an SLA with a calendar that defines business hours, set the KPI to pause on 'Waiting on Customer' status, and apply the SLA to cases with priority High or Critical.
Why this is correct
This approach correctly uses an SLA with a business hours calendar to count only business hours. The KPI can be configured to pause when the case status changes to 'Waiting on Customer'. The SLA can be applied conditionally based on case priority. This meets all the stated requirements using out-of-the-box SLA capabilities.
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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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