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Exam MB-910 topic 1 question 47 discussion

Actual exam question from Microsoft's MB-910

Question #: 47
Topic #: 1

HOTSPOT -
A company provides roadside assistance for disabled automobiles.
The company enacts a policy that specifies a 30-minute response time for all requests for assistance.
You need to ensure that data about assistance crew response times is captured correctly.
For what type of object should you define details? To answer, select the appropriate option in the answer area.
Hot Area:

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Suggested Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

by powerplatformstar at Sept. 2, 2021, 5:43 p.m.

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powerplatformstar

Highly Voted 2 years, 11 months ago

this is correct , read question carefully.

upvoted 5 times

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KiranReddyG

Highly Voted 2 years, 8 months ago

30min Response Time is achieved through KPI ...they are asking specific not about the feature (SLA) here.

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dlnuser

Most Recent 10 months ago

KPI Field: Select the respective KPI field. For example, if you're creating an SLA KPI to define the time within which a first response should be sent to the customer, select FirstResponseByKPI in the list.

upvoted 1 times

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Mooooosa

1 year, 7 months ago

https://learn.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements?tabs=customerserviceadmincenter

upvoted 2 times

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cr_microsoft

1 year, 8 months ago

https://learn.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements?tabs=customerserviceadmincenter#create-sla-kpis

upvoted 2 times

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cormorant

1 year, 10 months ago

never heard of first response KPI. but since the premise of the question is that the customer demands a response within 30 minutes, it does make sense after all

upvoted 1 times

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nrading

2 years ago

very tricky question indeed. i tool though it was SLA but after reviewing the comments here i agree should be KPI

upvoted 1 times

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SD2020

2 years, 2 months ago

This is a trick question, to ensure that the support is offered within 30 mins, an "SLA" needs to be configured, But as there is a mention of a feature "WITHIN" the SLA, that is "1st Response by KPI" the correct answer is "First Response by KPI"

upvoted 1 times

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IamAwesome

2 years, 3 months ago

I would say that 'first response time kpi' sounds correct as the 'Key Performance Indicator - first response time' is how the SLA is meassured.

upvoted 2 times

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Ha9ia

2 years, 8 months ago

SLA is the level agreement, in this case stating that there will be a response in 30mins but capturing the response time is done via KPI. This answer is correct

upvoted 3 times

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Olweezy

2 years, 9 months ago

Isn't this an SLA? Can someone assist?

upvoted 1 times

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