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Question 113 - MB-230 discussion

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A P-L-U-S company has a service level agreement (SLA) that they will get a call back from the call center within three business days.

The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.

The call center is closed on New Year's Day and the day after New Year's. New Year's Day is on a Thursday this year.

The company calls for support on the Tuesday before New Year's Day at 8:00 a.m.

You need to determine the call center's deadline for the SLA.

When will the call center miss their SLA?

A.

The Monday after New Year's Day at 8:00 a.m. Eastern time

Answers
A.

The Monday after New Year's Day at 8:00 a.m. Eastern time

B.

The Friday after New Year's Day at 8:00 a.m. Eastern time

Answers
B.

The Friday after New Year's Day at 8:00 a.m. Eastern time

C.

The Tuesday after New Year's Day at 8:00 a.m. Eastern time

Answers
C.

The Tuesday after New Year's Day at 8:00 a.m. Eastern time

D.

The Saturday after New Year's Day at 8:00 a.m. Eastern time

Answers
D.

The Saturday after New Year's Day at 8:00 a.m. Eastern time

Suggested answer: C

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

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asked 05/10/2024
Tsige Tessema
31 questions
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