1Z0-1037 Exam Dumps | What does the response requirement in an SLA specify?

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Question 13/23

What does the response requirement in an SLA specify?

A. the overall maximum time limit for the initial response and resolution for each incident.

B. individual time limits for the initial response time and subsequent resolution as per the business hours.

C. initial response time limit to all customer inquiries within one business day.

D. the maximum number of days allowed for the resolution of an incident as per the business hours.

Correct Answer: A

Explanation
Service level agreements (SLA) in Oracle RightNow Cloud Service (Service) control the type and amount of support you offer your customers.
Using response requirements, you can track the effectiveness of your customer service and determine whether staff members are meeting defined service goals for initial response and incident resolution times.
References:
https://docs.oracle.com/cloud/17d/servicecs_gs/FAMUG/_service.htm#FAMUGth_ServiceLevelAgreements

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