Entitlements and SLAs Flashcards
6 cards from real Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Entitlements and SLAs flashcards as text
What is a 'holiday schedule' and how does it affect SLAs in Dynamics 365?
Answer: A configuration that pauses SLA timers during non-business days and company holidays
Holiday schedules define days when the business is closed, and when linked to a Customer Service Schedule, they pause SLA timers so agents are not penalized for these periods.
What does the 'Applicable From' field in an SLA Item determine?
Answer: The point from which the SLA timer starts counting, such as case creation or modification date
The 'Applicable From' field specifies the reference point (e.g., Case Created On, Modified On) from which the SLA countdown timer begins.
What does setting an entitlement as 'Default' do in Dynamics 365 Customer Service?
Answer: It automatically applies the entitlement to new cases for the associated customer when no other entitlement is selected
Marking an entitlement as Default ensures it is automatically associated with new cases for that customer when agents do not manually select a different entitlement.
How are entitlements associated with a customer in Dynamics 365?
Answer: Entitlements are linked to a specific Account, Contact, or both
Entitlements can be associated with a specific customer account, individual contact, or both, ensuring support terms apply to the correct party when cases are created.
What is the difference between an 'SLA breach' and an 'SLA warning' in Dynamics 365?
Answer: A warning indicates the deadline is approaching, while a breach means the SLA KPI deadline has been missed
An SLA warning is triggered when a configurable percentage of the allowed time has passed (e.g., 75%), while a breach occurs when the full SLA time limit is exceeded.
What happens to SLA compliance data in Dynamics 365 Customer Service?
Answer: It is stored on SLA KPI Instance records and can be reported on in dashboards and analytics
SLA compliance data is persisted in SLA KPI Instance records linked to each case, enabling managers to report on response and resolution performance over time.
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