Question

You create a service-level agreement (SLA). For which two of the following key performance indicators (KPIs) can you create actions? Each correct answer presents a complete solution.

A. Escalate By
B. Resolve By
C. First Response By
D. Close By

Answer 1

In a service-level agreement, two KPIs for which actions can be created are Escalate By and Resolve By.

Step-by-step explanation:

In a service-level agreement (SLA), key performance indicators (KPIs) are used to measure the performance of the service provider. Two KPIs for which actions can be created are Escalate By and Resolve By. For example, if the service provider fails to resolve an issue within the specified timeframe mentioned in the SLA, the customer can take appropriate actions, such as escalating the issue to a higher authority or terminating the contract if the problem persists.