Help Desk Software Service Level Agreements (SLAs) 2

Question 1

What is SLA escalation in help desk software?

Accepted Answer

Increasing the ticket priority after an SLA breach or near-breach

Answer

Moving a ticket to a different help desk platform

Answer

Deleting tickets that are close to breaching SLA

Answer

Automatically closing tickets that are unresolved

Question 2

In help desk SLA reporting, what does 'SLA compliance rate' measure?

Accepted Answer

The percentage of tickets resolved within the agreed SLA timeframe

Answer

The percentage of agents who followed SLA training

Answer

The number of SLA policies configured in the system

Answer

The cost of meeting SLA commitments

Question 3

What is the purpose of SLA warning notifications in help desk software?

Accepted Answer

To alert agents when a ticket is about to breach its SLA deadline

Answer

To notify customers of system maintenance windows

Answer

To warn administrators about low ticket volume

Answer

To send daily digest emails to all users

Question 4

Which SLA metric tracks the average time from ticket creation to final resolution?

Accepted Answer

Mean Time to Resolve (MTTR)

Answer

First Contact Resolution Rate

Answer

Customer Effort Score

Answer

Ticket Reopen Rate

Question 5

What happens to SLA timers when a ticket is placed 'On Hold' or 'Pending Customer' status?

Accepted Answer

The SLA timer is paused until the ticket is updated or customer responds

Answer

The SLA timer continues running normally

Answer

The ticket is automatically closed

Answer

A new SLA policy is applied

Question 6

What is a multilevel SLA in help desk software?

Accepted Answer

An SLA structure combining corporate, customer, and service levels into one framework

Answer

An SLA with multiple breach penalties

Answer

An SLA that requires multiple manager approvals

Answer

An SLA measured in multiple currencies

Question 7

In SLA management, what is a 'resolution target'?

Accepted Answer

The maximum amount of time allowed to fully close a ticket after it is opened

Answer

The minimum number of tickets an agent must resolve per day

Answer

The percentage of tickets that must be resolved on the first contact

Answer

The number of escalations allowed per SLA period