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Which elements can be used to determine the reaction time in Service Level Agreements? Note: There are 2 correct answers to this question.
Correct Answer: A,C
In determining the reaction time for Service Level Agreements (SLAs) within SAP Service Cloud Version 2, "Priority" and "Case types" are key elements. The priority assigned to a case can directly influence the reaction time, with higher priority cases typically requiring faster response times. Case types also play a crucial role, as different types of cases may have varying levels of urgency and complexity, which can affect the expected reaction time. These elements help in setting appropriate response expectations and ensuring that cases are handled according to their significance and requirements.
