Exam MB-230 topic 2 question 42 discussion

Actual exam question from Microsoft's MB-230

Question #: 42
Topic #: 2

You use Dynamics 365 Customer Service to manage cases.

You need to create a service-level agreement (SLA) that provides a warning when two KPI values match a specified condition: First response and Resolve by.

Which two types of SLA details should you use? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A. SLA item failure
B. Response KPI only
C. Resolve KPI only
D. Item warning

Show Suggested Answer

Suggested Answer: BD 🗳️

by wwhung at June 7, 2023, 12:49 a.m.

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AppleDash

8 months ago

BC https://learn.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements?tabs=customerservicehub#create-an-sla-item "SLA KPIs are performance indicators, such as First Response or Resolve by, that you'd like to track."

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Net_IT

9 months, 2 weeks ago

Looks correct. https://learn.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements?tabs=customerservicehub#create-an-sla-item

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wwhung

1 year ago

Selected Answer: AD

Not sure why it's First Response KPI only. In this case, there're 2 SLA Items to be set: 1. First Response; 2. Resolved By.

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Nyanne

3 months ago

None of the options make sense

upvoted 1 times

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