Drag and Drop Question You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m. You must add a warning to account records when service…

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manage entitlements and SLAs

Question

Drag and Drop Question You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m. You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified. You need to enable service-level agreements (SLAs) for accounts. In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order. Answer:

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Answer Area

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Create an enhanced SLA on the account that tracks when the status reason changes to Verified.Configure the SLA details and set a warning at six hours and a failure at eight hours.Customize the accounts entity to enable SLAs. Add a status reason for unverified accounts. Set the value for the status reason to Verified.Publish the account customizations. Set the business hours for the support department.

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Topics

#SLA configuration#business hours#account entity customization#SLA warning threshold

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