Câu 12: MB2-714: Microsoft Dynamics CRM 2016 Customer Service

Your Dynamics CRM organization has the service level agreements (SLAs) configured as shown in the following table. A new case is opened for a customer named Customer1. SLA3 is applied to the case. After 20 minutes you discover that Customer1 has an entitlement namedEntitlement1, which is associated to SLA1. You add Entitlement1 to the case. After another 30 minutes, you discover that since the case involves a product named ProductA, the case must be associated to an entitlement named Entitlement2 which is associated to SLA2. You change the entitlement to Entitlement2. You need to identify how much time remains to resolve the case. What should you identify?

1. A. one hour and 10 minutes
2. B. seven hours and 10 minutes
3. C. three hours and 10 minutes — đáp án hiện tại
4. D. 10 minutes