Exam MB-230 topic 2 question 12 discussion

I beleieve the answer is incorrect for the "track the status and times of an SLA". It should be an enhanced SLA Type With an Enhanced SLA: Track SLA statuses and times right on the case form by default. These details are tracked through the SLA KPI Instance record type. Add success actions to an SLA. For example, you may want to send communications internally or outside your organization when the SLA has succeeded. Success actions are initiated only when the success condition is met on time, not when it is breached.

Answer to both the questions is "Enhanced SLA", MS docs clearly mentioned: - Add success actions to an SLA. For example, you may want to send communications internally or outside your organization when the SLA has succeeded. Success actions are initiated only when the success condition is met on time, not when it is breached. - Track SLA statuses and times right on the case form by default. These details are tracked through the SLA KPI Instance record type. MS Docs Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

This is the clearest resource I've found on the differentiators of Enhanced SLAs. https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/admin/enhanced-service-level-agreements?view=op-9-1

This answer is incorrect. a KPI is not an SLA type - it's a component of an Enhanced SLA, therefore the first answer should also be Enhanced. Furthermore, 'Standard' SLA's have been deprecated. There is only one valid 'SLA type' option for this question. The answer is 'Enhanced' for both.

Hey do mention in the docs provided that: "KPIs help you get timely warnings about any issues your customer support team might be having." Therefore, by assumption, the first answer could be right. and the second one is definitely Enhanced.

Answer for both is Enhanced

Answer is Enhanced for both questions. Success Action is supported by Enhanced SLA whereas Success Criteria is suuported by Standard SLA Enhanced SLA: Timers are automatically created and added to the case form with their statuses and failure and warning times visible. https://www.dynamixacademy.com/dynamics-365-standard-service-level-agreements/

Question is asking ""what SLA types should you use"", there are only 2 types of SLA- STANDARD & ENHANCED, So the both the answer are - ENHANCED, REF:https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

i think answers are correct and for sla kpi https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements#create-sla-kpis

Both are Enhanced

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements Both have answer Enhanced SLA , refer above , both are the feature of Enhanced

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements Both have answer Enhanced SLA , refer above , both are the feature of Enhanced

There are only 2 types of SLA and KPI is not one of them. reference: https://crmbook.powerobjects.com/basics/service-management-overview/service-level-agreements/

both are Enhanced

I think the same. There only two types of SLAs, and KPI is not one of them.