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MSD CRM Updates

D365 Customer Engagement Holiday Schedules

Avoid having your Service Level Agreements (SLA’s) affected when your service organization is closed by creating D365 Customer Engagement Holiday Schedules and adding it to your service calendar. With the Customer Engagement apps, holiday schedule in service management is available in the Customer Service Hub.

For example, if your service organization has an SLA to reply to the email cases within two business days, you can create a holiday schedule and add it to your service calendar. Then, if a customer submits the email case on that holiday, your SLA is clear and is not affected by the holiday closure.

Creating D365 Customer Engagement Holiday Schedules

Follow these steps to create a new holiday schedule in Customer Service Hub:

  • Make sure that you have the Customer Service Manager, the System Administrator, or the System Customizer security role or equivalent permissions.
  • In the Customer Service Hub sitemap, go to the Service Management and select Service Terms > Holiday Schedule.
  • Select New and in the Create Holiday Schedule dialog box, enter a name and the description for the holiday, and then select Create.
  • When the holiday opens, click New in the Holidays grid to add the holiday to your customer service calendar.
  • In the Add, a Holiday dialog box, specify the NameStart DateEnd Date, and the Duration of the holiday, and then select OK.

The holiday is then created and associated with your customer service calendar. After the customer service schedule is associated with the SLA, then your SLA during business hours is not affected.

D365 Customer Engagement Holiday Schedules

Holiday Schedule

Follow these steps to create a new holiday schedule in the Customer Service app:

  • Make sure that you have the Customer Service Manager, the System Administrator, or the System Customizer security role or equivalent permissions.
  • Go to Settings > Service Management.
  • Select Holiday Schedule.
  • Select + New and in the Create Holiday Schedule dialog box, enter a name and the description for the holiday and then select Create.
  • In the list of holidays, select the holiday that you created.
  • When the holiday is open, click New to add the holiday to your customer service calendar.
  • In the Add, a Holiday dialog box, specify the name and select the time of the holiday, and then click OK.

The holiday is then created and associated with your customer service calendar. After the customer service schedule is associated with the SLA, then your SLA during business hours is not affected.

Creating a Customer Service Schedule

  • Make sure that you have the Customer Service Manager, the System Administrator, or the System Customizer security role or equivalent permissions.
  • In the Customer Service Hub sitemap, go to the Service Management and select Service Terms > Customer Service Schedule.
  • To create a new customer service schedule in Microsoft Dynamics, select New.

    -OR-

    To edit a schedule that you already have, select the schedule in the list of records, and on the command bar, click Edit.

  • In the Create Customer Service Schedule dialog box, in the Name box, type a meaningful name for the schedule, like the “APAC Customer Schedule”, and select Create.
Customer Service Schedule

Customer Service Schedule

  • In the Weekly Schedule dialog box, follow these steps:

1. For work hours, select one of these options:

a. Are the same each day. The schedule is the same for every day of the week. After you select this option, to select the days of the week that the customer support is available, select the Set Work Hours. To set the work hours for the days, select the Set Work Hours.

b. Vary by day. The newer schedule is different for one or more days of the week. After you select this option, select the days of the week that the customer support is available, and also specify work hours for each day.

c. 24 x 7 support. The customer support is available 24 hours a day, and all the days of the week.

2. For Work Days, select the check box for each day that the customer support resources will be available and working.

3. For D365 Customer Engagement Holiday Schedules, select Observe to specify when your service organization will be closed. If you selected Observe, select the holiday schedule from the lookup box.

  • Under the Select time zone, in the Time Zone drop-down box, select the time zone in which your customer support resources will work.
  • Select Save.

Define the Work Hours for the Schedule

Work Hours

Work Hours

Inside the Set Work Hours dialog box, complete the following fields, and then select OK:

  • StartSelect the time the workday starts.
  • EndSelect the time the workday ends. To add a break in the work hours, like a lunch break, select the Add Break, and then select the start and end time of the break.

Additional Actions

  • To edit an existing D365 Customer Engagement Holiday Schedules, go to the Service Management > Holiday Schedule. The All Holiday Schedules view is displayed.
  • Select the D365 Customer Engagement Holiday Schedules you want to edit from the list of holiday schedules and select Edit in the command bar.
  1. You can edit the Name or the Description, or add new holidays for the holiday schedule.
  2. By default, all holidays of the current year are displayed. To switch to a different year, select and type year in the Holidays grid.
  • To print a holiday schedule, select the Print Preview in the Holidays section of the holiday schedule.
  • You can also export or import the holiday schedule in excel format.

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