Which of the following is a required component of an SLA item in Dynamics 365 Customer Service?

A KPI that the SLA item will track

You are configuring an SLA for a new support team. The team works Monday–Friday, 8 AM–6 PM. You want the SLA clock to pause on weekends and holidays. What should you do?

Use a Power Automate flow to pause the SLA on weekends and holidays.

Set the SLA item's pause conditions to pause on weekends and holidays.

Create a new calendar with the working hours and associate it with the SLA item.

Set the SLA to 24/7 and manually adjust the SLA start time after holidays.

A company wants to automatically escalate a case when its first-response SLA KPI fails. They already have an SLA with a KPI named 'First Response'. What is the recommended way to trigger an escalation action when this KPI fails?

Configure the SLA item's success action to escalate the case.

Add a warning action to the SLA KPI that escalates the case when the warning time is reached.

Create a Power Automate flow that triggers when the SLA KPI instance is updated and the status is 'Failed'.

Use a workflow to check the SLA KPI status every hour and escalate if failed.

Which of the following is a valid way to apply an SLA to a case in Dynamics 365 Customer Service?

Assign the case to a different owner

Change the case's status to Resolved

Set the SLA field on the case form

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 1Objective 5

Create and Manage SLAs for Cases MB-230 Practice Questions (Page 1)

Part of the Manage cases in Customer Service domain, which accounts for 51–55% of the MB-230 exam. Microsoft does not publish an official question count, but from its 100-minute exam (~40–65 total, ~20–36 in this domain), expect 4–7 from this objective — we provide 31 practice questions to prepare you well beyond it. (estimate)

31questions here

7free pages

7concepts

51–55%of the exam

Questions 1–5

1foundation · easy
Which of the following is a required component of an SLA item in Dynamics 365 Customer Service?
Select an answer first
2foundation · easy
Which Power Automate trigger is commonly used to initiate a flow when an SLA is breached in Dynamics 365 Customer Service?
Select an answer first
3expert · hard
You are configuring an SLA for a new support team. The team works Monday–Friday, 8 AM–6 PM. You want the SLA clock to pause on weekends and holidays. What should you do?
Select an answer first
4application · medium
A company wants to automatically escalate a case when its first-response SLA KPI fails. They already have an SLA with a KPI named 'First Response'. What is the recommended way to trigger an escalation action when this KPI fails?
Select an answer first
5foundation · easy
Which of the following is a valid way to apply an SLA to a case in Dynamics 365 Customer Service?
Select an answer first

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