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?

Question

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.

• A
  7% (3)
• B
  76% (35)
• C
  13% (6)
• D
  4% (2)

Explanation

Dynamics 365 Customer Engagement (on-premises) includes two kinds of SLAs, standard and enhanced. Enhanced SLAs include the following features not available in standard SLAs: Case-on-hold support Auto-pause and resume of time calculation Support for success actions Creation of dashboards or reports based on the SLA KPI Instance entity Note: Case-on-hold support One feature of SLA tracking is the ability to control the case-on-hold status. For example, this functionality lets you pause a case for a time when the case is on hold waiting for a response from the customer. Once the response is received, the case is resumed. System administrators turn on SLAs and select case hold functionality in Settings > Service Management > Service Configuration Settings. Afterwards, CSR Managers can create SLAs using the enhanced SLA type that allows pause and resume functionality. SLAs are created in Settings > Service Management. https://learn.microsoft.com/en-us/dynamics365/customerengagement/on- premises/admin/enhanced-service-level-agreements

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