A company establishes a deadline to respond to customer inquiries. During the month of June, an increase in customer inquiries lengthens the average response time per inquiry beyond the established deadline. To address the issue, the company decides to lengthen the deadline until the end of August.
How do you satisfy this requirement?
1) Circumstance the service level using the Property and Date option, and specify a start date and end date for the extended deadline.
2) Circumstance the property used to record the due date for addressing the inquiry, and specify a start date and end date for the extended deadline.
The answer to this would be 1, as when we circumstance the SLA rule in this scenario it will pick the SLA rule with extended deadline until August. If we circumstance the property, the value of due date doesn't change.