Learn how to configure SLA timers in Microsoft Dynamics 365 Customer Service, including how to pause timers for email cases when the Is Escalated field is set to Yes. Discover the best solution to manage SLA items effectively with our expert tips for the MB-230 certification exam.
Table of Contents
Question
A company uses Dynamics 365 Customer Service.
The company configures two service-level agreements (SLAs) for cases. One SLA is for cases logged by email. The other SLA is for all other cases.
The SLA timer on a case must be paused whenever the Is Escalated column on a case is set to Yes but only for cases logged by email.
You need to configure the SLA timer.
What should you do?
A. Pause status on the Case table.
B. Override criteria on the SLA item.
C. Override criteria on the SLA KPI.
D. Apply the SLA after manual override.
Answer
B. Override criteria on the SLA item.
Explanation
This item tests the candidate’s knowledge of managing SLA items.
The pause criteria on the SLA item can be configured by using specific case columns. Only cases linked to the SLA item through an SLA will be paused when the pause criteria are met.
Configuring the pause status on the Case table only allows SLA timers to be paused based on the case status value and not any other column on the case. It also means that the pause would apply to all cases regardless of which SLA was used for the case. Configuring the pause status on the SLA KPI would apply to all SLA items (and therefore all SLAs) that use the SLA KPI. This would not allow the SLA timer to be paused only for cases logged by email. Applying an SLA after manual override determines if an SLA should automatically be applied to a record when an SLA is manually selected in the record’s SLA field. It does not pause SLA timers.
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.