Your organization has a single SLA with multiple items. You need to ensure that a case with 'High' priority and a customer type of 'Premium' gets a 1-hour response SLA, while other 'High' priority cases get a 4-hour response SLA. What is the best way to configure this?

Create a Power Automate flow that updates the SLA KPI's failure time after the SLA is applied.

Create two SLA items: one with conditions for 'High' and 'Premium' and a 1-hour KPI, and another with condition for 'High' and a 4-hour KPI. Order the 'Premium' item first.

Create two SLAs: one for 'Premium' customers and one for all others, and set the 'Premium' SLA as default.

Create one SLA item with a condition for 'High' priority and a KPI that dynamically sets the response time based on customer type.

Contoso's support team uses Dynamics 365 Customer Service. They need a 4-hour response SLA for all new cases, but only for cases that are not escalated. They also want the SLA timer to pause when a case is on hold. You configure an SLA with a 4-hour response KPI. What else must you configure to meet both requirements?

Create a Power Automate flow that pauses the SLA when the case is on hold and resumes it when the case is reactivated.

Add a success action that sets the case status to 'Resolved' and a warning action that sends an email.

Configure the SLA item's Applicable From to 'Case Created On', add a condition for 'Escalated equals No', and set the SLA's Pause configuration to pause when the case is on hold.

Set the SLA item's Applicable From to 'Case Created On' and add a condition that the case is not escalated.

You have a timer control on the case form that shows the SLA countdown. For one case, the timer shows 'Expired' even though the case was resolved within the SLA time. What is the most likely cause?

The timer control is bound to the wrong SLA KPI.

The SLA KPI was not recalculated after the case was resolved.

The case was resolved after the SLA breach time.

The SLA configuration is inactive.

Your organization needs different response SLAs based on case subject. You have created two SLA items in the same SLA: one for 'Billing' and one for 'Technical'. What is required for both SLA items to work correctly?

The SLA items must be published separately.

Both SLA items must have the same KPI name.

Each SLA item must have a unique condition that does not overlap with the other.

The SLA must be set as the default SLA.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 1Objective 5

Create and Manage SLAs for Cases MB-230 Practice Questions (Page 2)

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 6–10

6expert · hard
Your organization has a single SLA with multiple items. You need to ensure that a case with 'High' priority and a customer type of 'Premium' gets a 1-hour response SLA, while other 'High' priority cases get a 4-hour response SLA. What is the best way to configure this?
Select an answer first
7application · medium
Contoso's support team uses Dynamics 365 Customer Service. They need a 4-hour response SLA for all new cases, but only for cases that are not escalated. They also want the SLA timer to pause when a case is on hold. You configure an SLA with a 4-hour response KPI. What else must you configure to meet both requirements?
Select an answer first
8foundation · easy
Which component is required for a timer control to function on a case form?
Select an answer first
9expert · hard
You have a timer control on the case form that shows the SLA countdown. For one case, the timer shows 'Expired' even though the case was resolved within the SLA time. What is the most likely cause?
Select an answer first
10application · medium
Your organization needs different response SLAs based on case subject. You have created two SLA items in the same SLA: one for 'Billing' and one for 'Technical'. What is required for both SLA items to work correctly?
Select an answer first

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Create and Manage SLAs for Cases MB-230 Practice Questions (Page 2)

Questions 6–10

Your organization has a single SLA with multiple items. You need to ensure that a case with 'High' priority and a customer type of 'Premium' gets a 1-hour response SLA, while other 'High' priority cases get a 4-hour response SLA. What is the best way to configure this?

Which component is required for a timer control to function on a case form?

You have a timer control on the case form that shows the SLA countdown. For one case, the timer shows 'Expired' even though the case was resolved within the SLA time. What is the most likely cause?

Your organization needs different response SLAs based on case subject. You have created two SLA items in the same SLA: one for 'Billing' and one for 'Technical'. What is required for both SLA items to work correctly?

Keep studying — Manage cases in Customer Service