You use Dynamics 365 Customer Service to manage cases. You need to create a service-level agreement (SLA) that provides a warning when two KPI values match a specified condition: First response and…

You use Dynamics 365 Customer Service to manage cases. You need to create a service-level agreement (SLA) that provides a warning when two KPI values match a specified condition: First response and Resolve by. Which two types of SLA details should you use? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.