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Exam MB-230 topic 2 question 14 discussion

Actual exam question from Microsoft's MB-230

Question #: 14
Topic #: 2

DRAG DROP -
You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.
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Suggested Answer:

by Arki at Dec. 5, 2019, 4:41 p.m.

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ClairFraser

Highly Voted 4 years, 5 months ago

I think Publish should be stage 2 - when setting up the SLA, you need to select an existing calendar.

upvoted 13 times

SoMuchConfusion

4 years, 5 months ago

Actually yes that make sense. I believe you are right. So it should be C, D, A, B. I think.

upvoted 16 times

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Arki

Highly Voted 4 years, 6 months ago

I was sceptical, but the answers are right. The activation of the SLA for the account entity and the new values for the Status Reason field are available in the SLA without publishing the changes / default solution.

upvoted 9 times

cdle

3 years, 10 months ago

I agree, I tested it as well on a fresh install. The account entity is available for SLA and the new status reason is on the list **without** publishing. So the order is right.

upvoted 3 times

Nyanne

3 months ago

Ok I was about to hate on this comment. But then actually tested this myself and its true.. For some reason you don't need to publish. I enabled Account for SLA, and added a lookup to SLA KPI instance. I was then able to create a SLA KPI and SLA without publishing the changes.. Bizarre. And a stupid question.

upvoted 1 times

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Candy2002

Most Recent 1 year ago

Agree, should publish the account first

upvoted 1 times

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xkqn2c

2 years, 4 months ago

Ah, yes. The typical ExamTopics discussion forum where people are in massive disagreement on the answers.

upvoted 7 times

Nyanne

3 months ago

And measures no actual skill required to actually be good at your job... Gotta love MS exams :)

upvoted 1 times

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DJ26

2 years, 9 months ago

C D A B - 100%

upvoted 2 times

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LuckyDog

3 years, 6 months ago

CDAB as per shrutzin - the business hours need to eb set

upvoted 1 times

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TrungDung

3 years, 8 months ago

I think the answer is correct. In step 4: Publish the account customization. I think that we must customize Main Form and add Quick View (for SLA KPI field) and set Timer for this field. After that, we must publish the account customization.

upvoted 1 times

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Moni2020

3 years, 12 months ago

You don't need to publish when you enable SLA at the entity level however we still need to publish after you add the new status reason fields so that it will be available under account statuses. so C-D-A-B

upvoted 3 times

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Sherif_Sobhy

4 years ago

C D A B

upvoted 3 times

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lakshmi

4 years, 2 months ago

Arki is right, I just tested it now. Step 1: I tried to create an SLA for the account entity - this was not possible, as "Case" was the only option available when creating the SLA. Step 2: In the account entity, I enabled the SLA option. I did *not* publish the change. Step 3: I tried to create the new SLA for account. This time, the entity account was available as an option, along with Case.

upvoted 5 times

wildflower

4 years, 2 months ago

thanks for trying this a good explanation. most people are saying C, D, A, B, so i am still skeptical. can explain all four steps you only have 3 steps listed? i don't see a publish step in your answer. can someone else also confirm?

upvoted 1 times

evct

4 years, 2 months ago

i did the same exercise as Iakshmi and after saving the account modifications within the solution, it automatically published it. So for me, C, D, A, B is also correct.

upvoted 3 times

shrutzin

4 years, 1 month ago

Arki & lakshmi are right in that we don't need to explicitly publish account entity after enabling SLAs, BUT we do need to define the business hours so that the SLA would take that into consideration of the business 8 hours mentioned in the question. Which is why the answer given is not right and the correct sequence should be CDAB.

upvoted 4 times

danosagi

3 years, 11 months ago

The business hour defined first doesn't affect SLA, so D can actually be 2nd, 3rd, or 4th. In fact it really doesn't matter?

upvoted 1 times

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wildflower

4 years, 2 months ago

C D A B

upvoted 1 times

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asc

4 years, 3 months ago

C,D,A,B is correct ..you have to enable the entity first for SLAs, then publish what you just did, Create the SLA and then set the Warning/Failure at the bottom of the SLA page …

upvoted 3 times

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