Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Entitlements and SLAs 1 — Questions and Answers
Question 1: What is an 'entitlement' in Dynamics 365 Customer Service?
- A security role assigned to agents
- A contract that defines how much support a customer is entitled to receive (Correct answer)
- A type of case routing rule
- A payment record for customers
Correct answer: A contract that defines how much support a customer is entitled to receive
An entitlement defines the support terms for a customer, specifying limits such as number of cases, hours of support, or support channels available to them.
Question 2: What is a Service Level Agreement (SLA) in Dynamics 365 Customer Service?
- A discount applied to customer accounts
- A defined time frame within which cases must be responded to or resolved (Correct answer)
- An automated email response system
- A report on agent performance
Correct answer: A defined time frame within which cases must be responded to or resolved
An SLA defines response and resolution time targets for cases, and Dynamics 365 tracks whether these targets are met and triggers warnings or escalations when they are at risk.
Question 3: What are the two types of SLAs available in Dynamics 365 Customer Service?
- Basic and Advanced
- Standard and Enhanced (Correct answer)
- Simple and Complex
- Manual and Automatic
Correct answer: Standard and Enhanced
Dynamics 365 supports Standard SLAs (for tracking first response time) and Enhanced SLAs (which support pause/resume and multiple SLA KPIs per case).
Question 4: What is an 'SLA KPI' in Dynamics 365 Customer Service?
- A key performance indicator that tracks agent logins
- A specific measurable target within an SLA, such as first response time or resolution time (Correct answer)
- A report that measures customer satisfaction
- A threshold for case priority changes
Correct answer: A specific measurable target within an SLA, such as first response time or resolution time
An SLA KPI (Key Performance Indicator) is a specific metric within an SLA, such as 'First Response By' or 'Resolve By,' that must be met within a defined timeframe.
Question 5: What happens when an SLA is 'paused' in Dynamics 365 Customer Service?
- The case is deleted
- The SLA timer stops counting down until the case status returns to active (Correct answer)
- The SLA deadline is permanently extended
- The case is escalated automatically
Correct answer: The SLA timer stops counting down until the case status returns to active
When a case is put on hold, the Enhanced SLA timer pauses, preventing the SLA from expiring while waiting for customer information or third-party resolution.
Question 6: How do entitlement channels restrict support in Dynamics 365 Customer Service?
- They block agents from creating cases
- They specify which communication channels (phone, email, web) are included in the customer's support entitlement (Correct answer)
- They limit the number of agents who can access a case
- They restrict case creation to specific geographic regions
Correct answer: They specify which communication channels (phone, email, web) are included in the customer's support entitlement
Entitlement channels define which support channels (email, web, phone, Twitter, Facebook) a customer can use to submit cases under their entitlement terms.
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Entitlements and SLAs 1
What is an 'entitlement' in Dynamics 365 Customer Service?