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Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?
Configure the scope of the workflow
Publish the on-demand SLA
Activate the SLA
Request an administrator to add the SLA field to the entity form
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagreements
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