Learn how to configure SLAs in Microsoft Dynamics 365 Customer Service to meet different failure criteria based on customer entitlements and case origins like email or phone. Master this key functionality to excel in your MB-230 exam!
Table of Contents
Question
A company uses Dynamics 365 Customer Service to manage service-level agreements (SLAs).
Each customer is assigned an entitlement that has an SLA specific to the customer.
The company requires different SLA failure criteria, which vary by customer depending on whether a case is logged by email or phone.
You need to configure the SLAs to meet the criteria.
What should you do?
A. Add a custom KPI.
B. Create another SLA for each customer.
C. Add another SLA item to the default SLA.
D. Add another SLA item to each customer’s SLA.
Answer
D. Add another SLA item to each customer’s SLA.
Explanation
This item tests the candidate’s knowledge of creating and managing SLAs, the applicability of SLA items, and how SLAs are associated with a case.
An SLA can have multiple SLA items. Each SLA item specifies the failure criteria and when the SLA item is applicable, such as when a case origin is web-based or email-based. An SLA is automatically applied to a case if one is linked to an entitlement that is assigned to a customer. Only one SLA can be linked to an entitlement. If a customer has no entitlements, then the default SLA, if enabled, is used, but in this case, the default SLA and associated SLA items would apply to all customers. Custom KPIs define what is measured, not the failure criteria.
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.