Help Desk Software Service Level Agreements (SLAs) 3

Question 1

When configuring SLAs in help desk software, what does 'priority-based SLA' mean?

Accepted Answer

Different SLA timeframes are applied based on the ticket's priority level

Answer

SLA policies are prioritized alphabetically

Answer

High-priority agents have separate SLAs from junior agents

Answer

SLAs are enforced only for priority customers

Question 2

What is 'First Contact Resolution (FCR)' and why is it an important SLA metric?

Accepted Answer

The percentage of issues resolved in the very first interaction without requiring follow-up, indicating efficiency

Answer

The first agent who contacts a customer, important for accountability

Answer

The first ticket a new agent resolves, used for training evaluation

Answer

The initial contact method customers use to submit tickets

Question 3

Which help desk feature automatically assigns tickets to agents based on SLA urgency?

Accepted Answer

Auto-Assignment or Intelligent Routing

Answer

Canned Responses

Answer

Asset Management

Answer

Customer Portal

Question 4

What is an Operational Level Agreement (OLA) in relation to an SLA?

Accepted Answer

An internal agreement between IT teams that supports the delivery of the customer-facing SLA

Answer

A customer-facing document identical to an SLA

Answer

A legal contract between the company and software vendors

Answer

A report generated by the help desk summarizing SLA performance

Question 5

In help desk software, what does 'SLA pause conditions' refer to?

Accepted Answer

Defined situations where the SLA timer is temporarily stopped

Answer

Scheduled maintenance windows when no tickets are accepted

Answer

Conditions under which SLAs are permanently disabled

Answer

Times when agents are allowed to ignore SLA deadlines

Question 6

Which report type is most useful for identifying recurring SLA breaches by category?

Accepted Answer

SLA Performance Report by Ticket Category

Answer

Agent Activity Log

Answer

Email Thread Report

Answer

Hardware Inventory Report

Question 7

What is the benefit of setting 'SLA reminders' at multiple thresholds (e.g., 50%, 75%, 90% of time elapsed)?

Accepted Answer

It gives progressively urgent alerts so agents and managers can intervene before a breach occurs

Answer

It reduces the number of tickets submitted by customers

Answer

It automatically resolves tickets at 90% of elapsed time

Answer

It resets the SLA clock when each threshold is reached