MB-230 · Question #208
A company has a service level agreement (SLA) that they will get a call back from the call center within three business days. The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.
The correct answer is C. The Tuesday after New Year's Day at 8:00 a.m. Eastern time. https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
Question
A company has a service level agreement (SLA) that they will get a call back from the call center within three business days. The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time. The call center is closed on New Year's Day and the day after New Year's. New Year's Day is on a Thursday this year. The company calls for support on the Tuesday before New Year's Day at 8:00 a.m. You need to determine the call center's deadline for the SLA. When will the call center miss their SLA?
Options
- AThe Monday after New Year's Day at 8:00 a.m. Eastern time
- BThe Friday after New Year's Day at 8:00 a.m. Eastern time
- CThe Tuesday after New Year's Day at 8:00 a.m. Eastern time
- DThe Saturday after New Year's Day at 8:00 a.m. Eastern time
How the community answered
(14 responses)- A7% (1)
- B7% (1)
- C71% (10)
- D14% (2)
Explanation
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
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