Question

Your organization uses enhanced service level agreements (SLA's).

You need to create a view that displays the SLA failure and succeeded time for data related to a case. Which entity should you use to select the fields?
A. SLA
B. enhanced SLA C
C. SLA KPI Instance
D. SLA Item

Answer 1

To create a view that displays the SLA failure and succeeded time for data related to a case, use the SLA KPI Instance entity.

Step-by-step explanation:

To create a view that displays the SLA failure and succeeded time for data related to a case, you should use the SLA KPI Instance entity. This entity contains the fields that track the performance of SLA's, such as the actual start time, actual end time, and whether the SLA was breached or not. By selecting the appropriate fields from the SLA KPI Instance entity, you can create a view that shows the SLA failure and succeeded time for each case.