Microsoft
MB-230 · Question #394
You are a customer service manager. You define an enhanced service-level agreement (SLA). You need to accurately record the time spent on cases by customer service representatives. What should you do?
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manage entitlements and SLAs
Question
You are a customer service manager. You define an enhanced service-level agreement (SLA). You need to accurately record the time spent on cases by customer service representatives. What should you do?
Options
- AApply automatic routing rules.
- BPause the SLA when the case is on hold.
- CApply parent-child case settings.
- DImplement workflows on demand for the case entity.
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Topics
#SLA management#case hold#SLA pause#time tracking