What primary aspect does a Service Level Agreement (SLA) cover in Zendesk?

A Service Level Agreement (SLA) in Zendesk primarily addresses the response and resolution times for support tickets. This agreement serves as a commitment to customers regarding how quickly they can expect their inquiries to be acknowledged and resolved. It establishes clear expectations for service performance, which is crucial for managing customer satisfaction and ensuring accountability within the support team.

By defining specific timelines for responses and resolutions, the SLA helps maintain a standard of service that aligns with customer needs and business goals. This is particularly important in customer service environments where timely assistance can significantly affect customer perceptions and loyalty.

Other aspects, such as agent training processes, customer feedback mechanisms, and sales reporting requirements, play important roles in the broader context of customer service and business operations, but they do not specifically relate to the commitments outlined in an SLA. The focus of an SLA is strictly on how support teams will manage ticket handling in terms of timing, making option B the most relevant choice.