Microsoft Dynamics 365 Customer Service — Question 9

You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation.

You have been tasked with creating a service-level agreement (SLA) that allows for times and status’ of an SLA to be tracked.

Which of the following is the type of SLA you should create?

Answer options

• A. Atypical
• B. KPI
• C. Enhanced
• D. Standard

Correct answer: C

Explanation

The correct answer is C, Enhanced, as it is specifically designed to track SLA times and statuses effectively. Options A (Atypical) and B (KPI) do not refer to standard SLA types within Dynamics 365, while D (Standard) may not offer the additional tracking features required for comprehensive SLA management.