Microsoft Dynamics 365 Customer Service — Question 15

You use Dynamics 365 Customer Service to manage cases.

You need to create a service-level agreement (SLA) that provides a warning when two KPI values match a specified condition: First response and Resolve by.

Which two types of SLA details should you use? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Answer options

• A. SLA item failure
• B. Response KPI only
• C. Resolve KPI only
• D. Item warning

Correct answer: B, D

Explanation

The correct answers are B and D because 'Response KPI only' allows you to monitor the first response time, which is essential for the SLA, while 'Item warning' is needed to trigger alerts when the specified KPI conditions are met. The other options do not fulfill the requirement of setting up the SLA monitoring for both KPIs effectively.