Exam MB-600 topic 1 question 2 discussion

You are architecting a Dynamics 365 Customer Service instance for a company call center. The company has an SLA with a primary customer that requires monitoring by using KPIs.
The SLA states the following:
✑ Support must be provided 24 hours per day, seven days a week.
✑ Issues must be resolved within four hours of case creation.
You need to recommend tools that will assist the client with tracking these requirements.
Which two tools should you recommend? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.