Microsoft MB-230 Exam - Topic 1 Question 97 Discussion

Actual exam question for Microsoft's MB-230 exam

Question #: 97
Topic #: 1

[All MB-230 Questions]

You need to configure the system to meet the three-day and seven-day timeframes.

What should you configure?

AEntitlement conditions

BWorkflows

CPower Automate

DService Level Agreement conditions

Show Suggested Answer

Suggested Answer: D

Cases that come in as phone calls must be resolved with seven business days.

Cases that come in as emails must be resolved within three business days.

Note: Service-level agreements (SLAs) enable businesses to track support policies and ensure customers are being supported per the support policy to which they are entitled. Businesses use SLAs to govern support products that customers either receive as part of their purchase or add on to their purchase. SLAs include policy details such as how quickly a customer is entitled to receive support, how many support requests a customer can make, and how long after purchases a customer can be supported as part of the agreement.

Note 2: Create SLAs to define conditions and actions that are applicable when an SLA is applied to an entity. The following steps are involved in creating the SLA:

Create an SLA.

Create an SLA item.

Configure actions for the SLA item.

Activate the SLA.

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

by Herschel at Jan 05, 2026, 05:16 AM

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Florinda

2 days ago

I bet the correct answer is "All of the above." That's how they get you on these certification exams!

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Roxane

7 days ago

A) Entitlement conditions? Really? That doesn't seem relevant to the question at all.

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Herminia

28 days ago

C) Power Automate could also work, but I think B) Workflows is the best option.

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Gracia

1 month ago

D) Service Level Agreement conditions. This seems like the most logical choice to me.

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Hyman

1 month ago

B) Workflows is the correct answer. You need to configure workflows to meet the specified timeframes.

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Salina

1 month ago

I feel like Power Automate could be relevant, but I’m not confident it’s the right choice for configuring those specific timeframes.

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Catalina

2 months ago

Entitlement conditions sound familiar, but I’m uncertain if they directly impact the timeframes mentioned in the question.

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Douglass

2 months ago

I remember a practice question about workflows, but I can't recall if they were specifically tied to timeframes like three or seven days.

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Queenie

2 months ago

I think we discussed Service Level Agreement conditions in class, but I'm not entirely sure how they relate to the timeframes.

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Aliza

2 months ago

Hmm, this seems like it could be about setting up some kind of time-based triggers or conditions in the system. I'm leaning towards the SLA conditions or maybe the workflows as the most likely options here. I'll need to weigh the pros and cons of each choice.

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Kallie

2 months ago

Oof, this is a tricky one. I'm a bit unsure if I should be focusing on entitlement conditions, workflows, Power Automate, or the SLA conditions. I'll need to carefully read through each choice and think about how they might apply to the given scenario.

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Lashandra

2 months ago

Alright, time-based requirements, huh? My first instinct is that this is probably about configuring some kind of service level agreement conditions. But I'll also want to double-check the other options like workflows and Power Automate just to be sure.

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Launa

3 months ago

Okay, let's see. I think the key here is the three-day and seven-day timeframes mentioned. That sounds like it could be related to service level agreements or workflows. I'll need to consider those options closely.

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Sharika

3 months ago

Hmm, this looks like it's asking about setting up some kind of time-based conditions or workflows. I'll need to think through the different options carefully.

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