Check your knowledge

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Answer the following questions to see what you've learned.

1.

You want to ensure that your SLAs aren't calculating against SLA items whenever your business isn't open. How would you complete this task?

For each SLA, manually define your organization's working hours.

Create a customer service calendar and add it to each SLA item that you define for an SLA.

Create a customer service calendar and add it to your SLA.

For each SLA item, manually define your organization's working hours for each day.

2.

Which of the following KPIs are expected levels of response that are available for the Case table by default?

First Response By

Research Time

Dispatch by Time

Last Response Time

3.

You need to make changes to your organization's default SLA. You decide to deactivate it so that you can make the changes. Which one of the following statements is true?

All active entitlements are also deactivated.

The SLA remains the default SLA when it's reactivated.

SLA fields that are linked to inactive SLAs will continue to populate.

The SLA needs to be set as the default SLA when it's reactivated.

You must answer all questions before checking your work.