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

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?

Accepted Answer

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

Answer

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?

Accepted Answer

Standard and Enhanced

Answer

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?

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

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.

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Practice Test

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Practice Test

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