Struggling to set up SLAs for custom tables in Microsoft Dynamics 365 Customer Service? Learn the crucial first step to enable SLAs and optimize your service-level agreements effectively.
Table of Contents
Question
A company configures a custom table in Dynamics 365 Customer Service.
You need to configure a service-level agreement (SLA) for the custom table.
What should you do first?
A. Configure operating hours.
B. Configure holiday calendars.
C. Create an SLA KPI for the custom table.
D. Enable SLAs on the custom table.
Answer
D. Enable SLAs on the custom table.
Explanation
This item tests the candidate’s knowledge of creating and managing SLAs.
Before an SLA can be configured for a custom table, the Setting up service-level agreements table property must be enabled. An SLA KPI cannot be created until the custom table is enabled for SLAs. The use of holiday calendars is optional. Operating hours define the hours when your organization’s customer support team is active and available to serve customers.
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