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MSD CRM Updates

Microsoft Dynamics CRM SLA Creation

Dynamics CRM SLA (Service Level Agreement) allows users to pause the timer depending on the status reason of the support request.

For example, if the service representative is waiting for some data from the customer, the status reason Waiting for the Customer will pause the timer until the status reason changes. Important to note that time on hold is also tracked and can be reported on.

Microsoft Dynamics CRM SLA offers an easy way to track the time it takes your service representatives to solve support requests.

SLA is the first step toward crafting key performance indicators (KPIs) and tracking your performance against those KPIs. Your help representatives view them as timers on record forms where they indicate remaining time until (or time passed since) prescribed time it takes to solve a support request.

Customer Service Schedule

Follow the below steps to create the Customer Service Schedule:

  1. Go to Settings > Service Management.
  2. On this page, find the Customer Service Schedule under the Service Terms section.
  3. There will be a view of all of Customer Service Calendars. To create the new one, go to the command bar and select “New“.
  4. A popup will show up. This is where you can include the name of a Customer Service Schedule – the description field is optional. Once you are done filling the data, select to the Create.
  5. Once you have chosen that, another popup will display up. This is where a weekly schedule can be customized to your companies needs.

Work Hours

  • Are the same each day – All there needs to be done for this feature is setting your organizations to work hours, which is done by simply selecting the link “set work hours.”
  • Set Work Hours – If you have chosen this link, other popups will show up. From here, you can set the start and end time to your companies working hours. You also can set the breaks throughout the day.
  • Vary by day – Does your organization’s service schedule vary from day to day? If so, use this feature. Once it is chosen, the drop-down will populate to identify the hours of operation for each day of the week.
  • 24/7 Support – Choose this option if your company operates 24 hours a day, 7 days a week.

Work Days

  • If you have chosen are the same under the work hours section, you will be able to check which workdays your company operates in the work days section.
  • If the 24/7 support button was selected in the work hours, these work days will be grayed out.

Holiday Schedule

  • Observe – This is where you can select which Holiday Schedule is associated with the Service Schedule. When this button is selected, the lookup field will display up below. Choose the lookup icon and a list of all the active Holiday Schedules in your CRM will populate. From here, select the Holiday Schedule to associate it with the given Service Schedule.
  • Do not observe – If the service schedule does not observe any holidays, choose this button.

Time Zone

  • Specify which time zone your organization operates in
  • Once all of the weekly schedule data is completed, choose Save and Close.

Now you have successfully created the service schedule along with including the holiday schedule. If your company needs more than one service schedule, that can be done as well. Repeat the steps 3-6 to accomplish this.

Creating a New Dynamics CRM SLA

Now that we have created the service schedule, we can define what our expected levels of response should be. Our KPI’s can be based on 2 metrics; First Response Time and the Resolution Time.

Essentially we need to determine what constitutes success or failure for each of those metrics as well as what actions should be taken when a KPI is close to not being met or has not been met.

Let’s look at a scenario where we want high priority cases to be resolved in 1 business day, and low and normal priority cases to be resolved within 3 business days.

  1. Navigate to the Settings > Service Management > Service Level Agreements which can be found under Service Terms section.
  2. Click the +New button in the command bar.
  3. Provide the new SLA Name and select the case entity. Click Ok.

4. Define the SLA.

  • Applicable From – Choose the option you from which the SLA items will be calculated. For our example, we will choose Created On indicating that we want the SLA timer to begin as soon as the case record is created.
  • Business Hours – Choose the customer service schedule record that you have created previously. This determines the SLA time-tracking calculations. If nothing is chosen, the system assumes the 24×7 business hour schedule.
  • SLA Type – You can select either Standard or Enhanced.
    What’s the difference?

    • Standard – Only the failure time is tracked and saved in the case record. The timer has to be manually created and included in the case form. Standard service level agreements are deprecated as of the July 2017 update and will be removed in the future major release of the Dynamics 365. Standard SLAs are replaced by enhanced SLAs.
    • Enhanced – The KPI record is created for each SLA KPI that is tracked. Timers are automatically created and added to the case form with their statuses and failure and warning times visible. Timers can be paused, and you can see the time for which a case was on hold and the last time it was put on hold. Enhanced is the recommended SLA type.
  • Allow Pause and Resume – Select if users will be allowed to pause the SLA timer.
  • Click Save in the command bar.

5. Set up the details for the SLA (Service Level Agreement) by clicking on the + sign on the SLA Details sub-grid.

  • Name – name the specific SLA item.
  • SLA KPI – Choose either the 1st response KPI or Resolved By the KPI option.
  • Applicable When – Further define when this Service Level Agreement item should be enforced.
  • Success Criteria – What defines the successfully meeting the KPI.
  • SLA Item Failure – Set the time frame for when a KPI is considered the failure.
  • SLA Item Warning – Set the time for when to warn about failure.

6. Save the Service Level Agreement item by clicking to Save in a Command Ribbon in order to define failure and warning actions.

7. Service Level Agreement (SLA) failure items and warning items work similarly to workflows. You can choose several actions for every failure and warning action section such as send email, create the record, update record, assign record, and change status.

In an example, we’ll warn the owner of a case with the task activity, and after failing to resolve the case, the owner of a case and owner’s manager will be emailed and a case will be assigned to the new team of users.

8. Continue to create the number of the Dynamics CRM SLA item details as needed.

9. Turn on the Service Level Agreement by selecting the Activate in the command bar.

This SLA, once active, you can now be tied individually to particular cases via the Dynamics CRM SLA look-up field on the case record. Alternatively, you can create a Dynamics CRM SLA to be the default SLA for all cases that have no service level agreement specified.

You may create different Service Level Agreements (SLA) based on types of the customers or the geographic regions if you have different locations that might have different schedules and time zones.

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