Select all that apply. You can create SLAs based on which of the following?

Capacity

Skills

Customer

Vacation


Choose an option to see if it’s correct. Check the explanation below.

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Explanation: Select all that apply. You can create SLAs based on which of the following?


Explanation: You can create SLAs (Service Level Agreements) based on **Capacity** and **Skills**. SLAs are agreements that define the level of service a customer can expect from a provider and typically include metrics such as response time, resolution time, and availability. Creating SLAs based on **Capacity** involves considering factors such as the workload and resources available to the support team, ensuring that service commitments are realistic and achievable given current staffing levels and workload capacity. SLAs based on **Skills** take into account the expertise and capabilities of support agents, allowing for prioritization and assignment of tasks to agents with the appropriate skill sets to efficiently resolve customer inquiries. While SLAs can also be customized based on specific **Customer** requirements or preferences, such as VIP customers receiving priority support, and **Vacation** schedules can influence staffing levels and response times, they are not typically used as direct criteria for creating SLAs. Therefore, while all options might indirectly influence service levels, only creating SLAs based on **Capacity** and **Skills** directly align with optimizing resource allocation and service delivery.
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