You need to add SLA timers to the Case form. Which two options should you configure? Each correct answer presents part of the solution. NOTE: Each…

To surface an SLA countdown on the Case form you must first expose the related KPI record and then present a timer that reads that KPI’s dates.

1. Create (or edit) a lookup field on Case that points to the SLA KPI Instance entity so the Case record can store the specific KPI row (option C).

2. In the SLA KPI Instance entity build a Quick View form that contains a Timer control bound to its Failure/Warning fields (option A).

After these two items exist, you add a Quick-View control to the Case form that references the lookup, and the timer is rendered automatically.

B. SLA KPI Instance is an out-of-box entity; you do not create it.

D. Quick-View forms are defined on the related entity (SLA KPI Instance), not on Case.

E. A sub-grid can list KPI rows but cannot display the Timer control required by the question.

1. Microsoft Learn

“Add a timer control to a form

” Dynamics 365 Customer Service

Steps 1–3 (Create lookup on primary entity; build Quick View form on SLA KPI Instance)

https://learn.microsoft.com/en-us/dynamics365/customer-service/add-timer-control

2. Microsoft Learn

“Define Service-Level Agreements

” Section “Display SLA information on case forms” (lookup + Quick View with timer)

2023-10-31 update.

3. Microsoft Learn

“Set up timers

” Paragraph “Add the timer to a Quick View form and surface it on the primary form

” 2024-02-02.