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

Priority-based SLAs assign different response and resolution deadlines depending on the ticket's urgency level (e.g., critical tickets get 1-hour response, low priority gets 24 hours).

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

FCR measures how often support issues are fully resolved during the first interaction, reflecting both agent competence and customer satisfaction.

Question 3

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

Accepted Answer

Auto-Assignment or Intelligent Routing

Answer

Auto-assignment or intelligent routing rules can prioritize and route high-urgency tickets to available or specialized agents to prevent SLA breaches.

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

An OLA is an internal agreement between different support groups or departments that defines how they work together to fulfill the obligations stated in the external SLA.

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

SLA pause conditions specify circumstances—such as waiting for customer response or ticket being on hold—where the SLA clock stops running temporarily.

Help Desk Software Practice Test

Help Desk Software Practice Test

Help Desk Software Service Level Agreements (SLAs) 3