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