Microsoft MB-230 Microsoft Dynamics 365 for Customer Service 12 31Oct2024 - Practice Quiz

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Question 1 of 28

A customer service team has established a Service Level Agreement (SLA) that requires all high-priority tickets to be resolved within 4 hours. During a reporting period, the team received 50 high-priority tickets. Out of these, 35 were resolved within the SLA time frame, while 15 exceeded the SLA. If the team wants to improve their SLA compliance rate, what is the current SLA compliance percentage, and what strategies could they implement to enhance their performance in the future?

70% compliance; implement automated ticket routing and prioritize training for agents

60% compliance; increase the number of agents on duty

80% compliance; reduce the number of high-priority tickets

75% compliance; extend the SLA time frame

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