Module Assessment

1.

A support team works from 8:00 AM through 5:00 PM and doesn't count holidays toward SLA targets. Which configuration should an administrator use for an SLA item?

Select a customer service schedule that observes the appropriate holiday schedule.

Select a holiday schedule as the SLA KPI's Applicable From value.

Add the working hours and holidays as Applicable When conditions on the item.

2.

An SLA contains several items for the same KPI field, including a specific rule for high-priority cases and a general default rule. How should an administrator order the items?

Place the default rule first so that every eligible record receives an SLA item.

Place the high-priority rule first and the general default rule after it.

Place both rules in any order because Dynamics 365 combines applicable durations.

3.

An organization needs an SLA KPI that tracks dispatch time on a custom table. Which configuration prepares the table for this KPI?

Add a date-only column and relate it directly to the service-level agreement table.

Enable the table for SLAs and add a lookup column to the SLA KPI Instance table.

Enable auditing on the table and add a lookup column to the customer service schedule.

4.

An administrator deactivates the default SLA, updates it, and activates it again. What action restores the previous default behavior?

Associate the SLA with every active entitlement again.

Select Set As Default for the reactivated SLA.

Enable Allow Pause and Resume for each SLA item.

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