Check your knowledge

1.

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

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

Create a Customer Service calendar and then add it to each SLA item that you define for an SLA.

Create a Customer Service calendar and then add it to your SLA.

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

2.

You need to make changes to your organization's default SLA. You deactivate it to make those changes. Which of the following statements are true?

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

All active entitlements are also deactivated.

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

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

3.

Your organization wants to dynamically apply discounts to products on work orders based on different elements of a work order. Which of the following features would you use?

Service-level agreements

Entitlements

Agreements

Incident types

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