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Microsoft

MB-230 · Question #247

You are a Dynamics 365 system administrator. The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs. You need to determine…

The correct answer is D. Automatically apply SLAs to records based on business logic. E. Assign SLAs manually to records. https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level- agreements#apply-slas-on-demand

manage entitlements and SLAs

Question

You are a Dynamics 365 system administrator. The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs. You need to determine how SLAs on demand can be assigned. What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

Options

  • AUse an existing customer SLA and change the conditions after assigning the SLA to the customer
  • BCreate a new SLA for each case that does not have a customer SLA.
  • CGo into the SLA configuration and assign it to a customer.
  • DAutomatically apply SLAs to records based on business logic.
  • EAssign SLAs manually to records.

How the community answered

(34 responses)
  • A
    9% (3)
  • B
    3% (1)
  • C
    3% (1)
  • D
    85% (29)

Explanation

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level- agreements#apply-slas-on-demand

Topics

#SLA on demand#manual SLA assignment#business logic#SLA enforcement

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