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 an 'entitlement' in Dynamics 365 Customer Service?
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.
What is a Service Level Agreement (SLA) in Dynamics 365 Customer Service?
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.
What are the two types of SLAs available in Dynamics 365 Customer Service?
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).
What is an 'SLA KPI' in Dynamics 365 Customer Service?
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.
What happens when an SLA is 'paused' in Dynamics 365 Customer Service?
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.
How do entitlement channels restrict support in Dynamics 365 Customer Service?
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.
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