Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Entitlements and SLAs

Question 1

What is an 'entitlement' in Dynamics 365 Customer Service?

Accepted Answer

A contract that defines how much support a customer is entitled to receive

Answer

A security role assigned to agents

Answer

A type of case routing rule

Answer

A payment record for customers

Question 2

What is a Service Level Agreement (SLA) in Dynamics 365 Customer Service?

Accepted Answer

A defined time frame within which cases must be responded to or resolved

Answer

A discount applied to customer accounts

Answer

An automated email response system

Answer

A report on agent performance

Question 3

What are the two types of SLAs available in Dynamics 365 Customer Service?

Accepted Answer

Standard and Enhanced

Answer

Basic and Advanced

Answer

Simple and Complex

Answer

Manual and Automatic

Question 4

What is an 'SLA KPI' in Dynamics 365 Customer Service?

Accepted Answer

A specific measurable target within an SLA, such as first response time or resolution time

Answer

A key performance indicator that tracks agent logins

Answer

A report that measures customer satisfaction

Answer

A threshold for case priority changes

Question 5

What happens when an SLA is 'paused' in Dynamics 365 Customer Service?

Accepted Answer

The SLA timer stops counting down until the case status returns to active

Answer

The case is deleted

Answer

The SLA deadline is permanently extended

Answer

The case is escalated automatically

Question 6

How do entitlement channels restrict support in Dynamics 365 Customer Service?

Accepted Answer

They specify which communication channels (phone, email, web) are included in the customer's support entitlement

Answer

They block agents from creating cases

Answer

They limit the number of agents who can access a case

Answer

They restrict case creation to specific geographic regions