In Dynamics 365 Customer Service, what is the primary purpose of using Power Automate actions in SLA processes?

To replace the need for SLA KPIs

To automatically execute custom actions when SLA milestones are met or breached

To apply SLAs to cases automatically without user intervention

To create SLA items without manual configuration

What is the purpose of a timer control on a case form in Dynamics 365 Customer Service?

To track the time spent by an agent on a case

To automatically resolve cases when time expires

To visually display the time remaining until an SLA milestone is breached

To record the exact time a case was created

You need to measure the percentage of cases that are resolved within the agreed SLA time. You want to see this metric on a dashboard. What should you create?

Add a timer control to the case form and use its value in a dashboard chart.

Create a Power Automate flow that calculates the percentage and sends it to a SharePoint list.

Create a new SLA KPI that tracks resolution time and add it to a dashboard as a chart.

Use a calculated field on the case to store the SLA compliance status and chart that field.

Which of the following is a required configuration step before you can create an SLA in Dynamics 365 Customer Service?

Set the case's Priority field to High

Enable the SLA for the Case entity in the Customer Service admin center

Create a Power Automate flow to trigger the SLA

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 1Objective 5

Create and Manage SLAs for Cases MB-230 Practice Questions (Page 6)

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 26–30

26foundation · easy
Which of the following is a common criterion used to determine SLA applicability for a case?
Select an answer first
27foundation · easy
In Dynamics 365 Customer Service, what is the primary purpose of using Power Automate actions in SLA processes?
Select an answer first
28foundation · easy
What is the purpose of a timer control on a case form in Dynamics 365 Customer Service?
Select an answer first
29application · medium
You need to measure the percentage of cases that are resolved within the agreed SLA time. You want to see this metric on a dashboard. What should you create?
Select an answer first
30foundation · easy
Which of the following is a required configuration step before you can create an SLA in Dynamics 365 Customer Service?
Select an answer first

Finished these 5 questions?

Review the revealed explanations, or continue through the curriculum.

Next 5 questions →Back to MB-230

Free Basic Practice is a study aid with revealable answers — not a scored exam. Examers.io is independent and not affiliated with or endorsed by Microsoft. “MB-230” is a trademark of its owner, used for identification only.