You need to send a reminder to the case owner 1 hour before the 'First Response' SLA KPI fails. What is the most efficient way to achieve this?

Configure a warning action on the KPI with a warning time of 1 hour before failure.

Set the KPI's failure time to 1 hour and add a success action that sends an email.

Create a Power Automate flow that triggers every hour and checks the KPI's remaining time.

Use a workflow that waits for 1 hour and then sends an email.

You have two SLAs: 'SLA A' with applicability condition 'Priority equals High' and 'SLA B' with applicability condition 'Customer Type equals VIP'. A case has Priority High and the customer is VIP. Which SLA will be applied?

The SLA with the higher applicability order value will be applied.

SLA A, because it is listed first in the SLA configuration.

Both SLAs will be applied simultaneously.

SLA B, because VIP customers should take precedence.

In Dynamics 365 Customer Service, which setting controls whether an SLA can be applied to a case record?

The 'SLA Type' field on the case form

The 'Enable SLAs' option in the Customer Service admin center

The SLA's Status field set to Active

The 'Apply SLA' button on the case ribbon

Your SLA has a KPI that should start when the case is assigned to a queue, not when the case is created. What should you configure?

Set the timer control's 'Start Time' to 'Case Assigned to Queue'.

Set the KPI's 'Applicable From' to 'Case Assigned to Queue'.

Set the SLA item's 'Applicable From' to 'Case Assigned to Queue'.

Create a Power Automate flow that starts the SLA when the case is assigned.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 1Objective 5

Create and Manage SLAs for Cases MB-230 Practice Questions (Page 3)

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 11–15

11application · medium
You need to send a reminder to the case owner 1 hour before the 'First Response' SLA KPI fails. What is the most efficient way to achieve this?
Select an answer first
12expert · hard
You have two SLAs: 'SLA A' with applicability condition 'Priority equals High' and 'SLA B' with applicability condition 'Customer Type equals VIP'. A case has Priority High and the customer is VIP. Which SLA will be applied?
Select an answer first
13foundation · easy
Which of the following is an example of an SLA KPI in Dynamics 365 Customer Service?
Select an answer first
14foundation · easy
In Dynamics 365 Customer Service, which setting controls whether an SLA can be applied to a case record?
Select an answer first
15application · medium
Your SLA has a KPI that should start when the case is assigned to a queue, not when the case is created. What should you configure?
Select an answer first

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