Which two approaches can be used to accomplish this goal?

Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).

Which two approaches can be used to accomplish this goal? Choose 2 answers
A . Representing metrics such as first-response and resolution time on cases
B . Monitoring the case escalation rule queue to confirm service levels are met
C . Identifying the customer contact associated with a particular stage of a service contract
D . Displaying whether a case response complies with a customer’s service level agreement

Answer: A,D

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