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Microsoft MB-230 Exam - Topic 2 Question 92 Discussion

You are a customer service manager. You define an enhanced service-level agreement (SLA).You need to accurately record the time spent on cases by customer service representatives.What should you do?
D) Pause the SLA when the case is on hold.
A) Implement workflows on demand for the case entity
B) Apply automatic routing rules.
C) Apply parent-child case settings.

Microsoft MB-230 Exam - Topic 2 Question 92 Discussion

Actual exam question for Microsoft's MB-230 exam
Question #: 92
Topic #: 2
[All MB-230 Questions]

You are a customer service manager. You define an enhanced service-level agreement (SLA).

You need to accurately record the time spent on cases by customer service representatives.

What should you do?

Show Suggested Answer Hide Answer
Suggested Answer: D

by Kris at Aug 01, 2025, 02:39 AM

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Kandis
6 months ago
Not sure if workflows on demand (A) would really solve the time tracking issue.
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Junita
6 months ago
Wait, can you really pause SLAs? That seems a bit odd.
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Olga
6 months ago
Totally agree, pausing the SLA is key when cases are on hold!
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Leota
7 months ago
I think option D makes the most sense for tracking time accurately.
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Lashawn
7 months ago
Automatic routing rules (B) could help streamline the process too.
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Troy
7 months ago
Pausing the SLA when a case is on hold sounds familiar, but I wonder if that really captures the time spent by reps accurately.
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Latosha
7 months ago
I feel like parent-child case settings might relate to how cases are organized, but I don't see how they would help with recording time.
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Leonor
8 months ago
I think automatic routing rules are more about directing cases rather than tracking time spent. I’m a bit confused on this one.
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Mica
8 months ago
I remember we discussed SLAs in class, but I'm not sure how to track time accurately. Maybe implementing workflows could help?
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Nana
8 months ago
I'm a bit confused by this question. Pausing the SLA when the case is on hold seems like it could work, but I'm not sure if that's the most accurate way to track time spent. Maybe applying automatic routing rules or parent-child case settings would be better? I'll have to think this through a bit more.
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Lenny
8 months ago
This seems straightforward. The best approach here is to implement workflows on demand for the case entity, which will allow you to track the time spent on each case. That's option A, and it's the clear winner in my opinion.
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Juan
8 months ago
Okay, I think I've got this. The question is asking how to accurately record the time spent on cases, so I'm going to go with option D and pause the SLA when the case is on hold. That way, the time spent is properly accounted for.
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Katheryn
9 months ago
Hmm, I'm a bit unsure about this one. Implementing workflows, applying routing rules, and managing parent-child cases all seem relevant, but I'm not sure which one is the best approach for accurately recording time spent.
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Romana
9 months ago
This looks like a straightforward question about managing customer service cases. I think the key is accurately tracking the time spent on each case, so I'll focus on that.
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Jamal
9 months ago
Wait, you mean I can't just set the clock to 'Hammertime' whenever I want a break? That's messed up, man.
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Pilar
9 months ago
Dude, option A is the way to go. Implementing workflows on demand is the future, trust me. Plus, it's just more fun to say.
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Kandis
9 months ago
I think pausing the SLA when the case is on hold is also important to accurately track time.
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Frank
9 months ago
C is the way to go, man. Parent-child case settings will give you the granular control you need to track time accurately.
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Rozella
5 months ago
Plus, it enhances accountability among reps.
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Whitney
6 months ago
It simplifies the process a lot!
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Gladys
6 months ago
I agree, C is definitely the best option.
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Rebbecca
7 months ago
Parent-child settings really help with tracking.
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Benton
11 months ago
B seems like a good option to me. Applying automatic routing rules could help streamline the process and improve efficiency.
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Iluminada
9 months ago
User 1: I think B is the best option. Automatic routing rules can help track time accurately.
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Loren
11 months ago
I agree with An, automatic routing rules can help accurately record time spent on cases.
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An
11 months ago
I disagree, I believe applying automatic routing rules would be more efficient.
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Toi
11 months ago
I think we should implement workflows on demand for the case entity.
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Renato
11 months ago
I think option D is the way to go. Pausing the SLA when the case is on hold makes the most sense to accurately record the time spent on cases.
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Regenia
9 months ago
A) Implement workflows on demand for the case entity
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Dean
11 months ago
C) Apply parent-child case settings.
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Dorthy
11 months ago
B) Apply automatic routing rules.
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Rory
11 months ago
A) Implement workflows on demand for the case entity
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