In Dynamics 365 Customer Service, what is the purpose of an SLA item?

To store the customer's contact information

To define a specific service level target, such as response time, for a case

To record the case's resolution notes

Contoso's support team must meet a 4-hour response SLA for Priority 1 cases. The SLA item currently has a success action that sends an email when the case is resolved. Management wants a visible warning on the case form 30 minutes before the SLA is breached, and they want the SLA KPI to be recalculated if the case priority changes. What should you configure?

Configure a Power Automate flow that sends a reminder email 30 minutes before the SLA breach and updates the SLA KPI when priority changes.

Create a new SLA KPI and add a timer control to the case form bound to that KPI; the SLA will automatically recalculate on priority change.

Add a timer control to the case form bound to the SLA KPI, and configure a warning action on the SLA item for the 30-minute threshold.

Set the SLA item's success action to send a warning email 30 minutes before the breach and add a timer control to the case form.

You have a case form with a timer control bound to an SLA KPI. The timer shows 'In Progress' for some cases, but for a specific case it shows 'Paused' even though the case is not on hold. What is the most likely cause?

The SLA item's pause conditions are configured to pause when the case status is not 'Active'.

The SLA configuration is inactive.

The case has exceeded the SLA and the timer is displaying 'Expired'.

The timer control is bound to the wrong SLA KPI.

You need to track two separate SLAs on the same case: one for first response and one for resolution. You have created an SLA with two items, each with its own KPI. However, you notice that the timer control on the form only shows the first response KPI. What is the most likely reason?

The timer control can only be bound to one KPI at a time.

The resolution KPI is not associated with the case form.

The resolution KPI is not published.

The resolution KPI's warning time is set to 0.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 1Objective 5

Create and Manage SLAs for Cases MB-230 Practice Questions (Page 5)

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 21–25

21foundation · easy
In Dynamics 365 Customer Service, what is the purpose of an SLA item?
Select an answer first
22application · medium
Contoso's support team must meet a 4-hour response SLA for Priority 1 cases. The SLA item currently has a success action that sends an email when the case is resolved. Management wants a visible warning on the case form 30 minutes before the SLA is breached, and they want the SLA KPI to be recalculated if the case priority changes. What should you configure?
Select an answer first
23expert · hard
You have a case form with a timer control bound to an SLA KPI. The timer shows 'In Progress' for some cases, but for a specific case it shows 'Paused' even though the case is not on hold. What is the most likely cause?
Select an answer first
24expert · medium
You need to track two separate SLAs on the same case: one for first response and one for resolution. You have created an SLA with two items, each with its own KPI. However, you notice that the timer control on the form only shows the first response KPI. What is the most likely reason?
Select an answer first
25foundation · easy
In Dynamics 365 Customer Service, which field on a case record is used to manually apply a specific SLA?
Select an answer first

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Create and Manage SLAs for Cases MB-230 Practice Questions (Page 5)

Questions 21–25

In Dynamics 365 Customer Service, what is the purpose of an SLA item?

You have a case form with a timer control bound to an SLA KPI. The timer shows 'In Progress' for some cases, but for a specific case it shows 'Paused' even though the case is not on hold. What is the most likely cause?

You need to track two separate SLAs on the same case: one for first response and one for resolution. You have created an SLA with two items, each with its own KPI. However, you notice that the timer control on the form only shows the first response KPI. What is the most likely reason?

In Dynamics 365 Customer Service, which field on a case record is used to manually apply a specific SLA?

Keep studying — Manage cases in Customer Service