Create and Manage SLAs for Cases MB-230 Practice Questions (Page 4)

Questions 16–20

1. 16application · medium

   A new case is created from a phone call. The case's customer is not associated with any contract. You have two active SLAs: 'Default SLA' (no conditions) and 'Premium SLA' (condition: contract type equals Premium). Which SLA will be applied to the case?

   • APremium SLA, because it is the most specific.
   • BBoth SLAs will be applied, and the system will use the one with the later creation date.
   • CDefault SLA, because no other SLA matches the case.
   • DNo SLA will be applied because the case has no contract.
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2. 17application · medium

   A support manager wants agents to see a countdown of the remaining time for the current SLA on the case form. The SLA has a KPI named 'Resolution Time'. What should you configure on the case main form?

   • AAdd a timer control and set its KPI field to 'Resolution Time'.
   • BAdd a Power Automate flow that updates a custom field with the remaining time every minute.
   • CAdd a subgrid showing all SLA KPI instances for the case.
   • DAdd a text field bound to the SLA KPI instance's 'Remaining Time' attribute.
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4. 18foundation · easy

   In Dynamics 365 Customer Service, what determines which SLA is applied to a case?

   • AThe case's owner's department
   • BThe case's creation date
   • CThe case's resolution time
   • DThe SLA's applicability rules and the case's attributes
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5. 19foundation · easy

   In Dynamics 365 Customer Service, what is an SLA KPI?

   • AA workflow that sends email notifications
   • BA measure used to track performance against a service level target
   • CA type of case that requires special handling
   • DA report that shows SLA compliance
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6. 20application · medium

   You have an SLA with two items: one for 'High' priority cases and one for 'Low' priority cases. A case is created with 'Medium' priority. Which SLA item will be applied?

   • ANo SLA item will be applied because the case does not match any condition.
   • BThe case will get the SLA but with no KPI.
   • CThe 'High' priority item will be applied because it is first in the order.
   • DThe 'Low' priority item will be applied because it is the default.
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