Learn how to properly configure business hours for SLA calculations in Microsoft Dynamics 365 Customer Service. Understand which table to edit, the role of SLA Items, and best practices for managing SLAs in your system. Boost your Dynamics 365 knowledge and pass the MB-230 certification exam!
Table of Contents
Question
A company uses Dynamics 365 Customer Service.
You are configuring service-level agreements (SLAs). You must configure the business hours to use for SLA calculations.
Which table should you edit to link to the business hours record?
A. SLA
B. SLA Item
C. SLA KPI
D. SLA KPI Instance
Answer
B. SLA Item
Explanation
This item tests the candidate’s knowledge of creating and managing SLAs and configuring SLA settings.
The business hours that apply to SLA calculations are specified on the SLA item, not in the SLA, SLA KPI, or SLA KPI Instance tables. Details of the KPI to use, success conditions, and warn and fail durations are also specified on the SLA item.
An SLA is a container record to which SLA items are added. An SLA KPI is a performance indicator measure, such as First Response By or Resolve By. An SLA KPI Instance is used to track the value of SLA KPIs on individual cases.
Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification exam assessment practice question and answer (Q&A) dump including multiple choice questions (MCQ) and objective type questions, with detail explanation and reference available free, helpful to pass the Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 exam and earn Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification.