Service Level Agreements are now available on custom entities as of CRM Online 2016 Update 1 and CRM 2016 Service Pack 1 (on-premises). Even better, you can add custom KPIs to your SLA Items to monitor some additional parameters (datetime only, unfortunately, but I guess it’s due to the fact that time does not go […]
Not that SLA where you define level of service or support that your organization agrees to offer to a customer. The other one, where Microsoft puts their money where their mouth is when guaranteeing that your CRM Online will be up and running when you need it. Unlike some other providers.
The Annual Spring Update for CRM Online is upon as, and trial Instances are already available with the new features. In this video we highlight a couple of key items, and dive into the new SLA enhancements for other entities. As you have guessed, there will be at least part II – stay tuned. In […]
¡Yo, amigos! Our semi-permanent resident by now Pablo “CRMGamified” Peralta wraps up SLA thingabob he started in la primera parte and continued in la segunda parte. ¿How do we set our Business Hours? We can set our business schedule at Configuration > Service Management > Customer Service Schedule. Once there, click on “+New”, select your […]
¡Hola, amigos! Our good friend Pablo “CRMGamified” Peralta continues about all SLA things he started in la primera parte. ¿How is the SLA applied? We will see an “SLA Details” section where we can set SLA Items, each of their conditions, associated KPIs, and Alert or Failure actions to take whether set service levels are […]
¡Como estas amigos! Our good friend Pablo “CRMGamified” Peralta takes the podium again with another pepita de oro! What does each field in my SLA configuration mean? (To create new SLA: Configuration > Service > Management > Service Level Agreements: +New) Name: Basically, a descriptive name for our SLA, i.e. “Service Level for VIP Clients”. […]
If you started to explore enhancements to customer service functionality that came with 2013 SP1/Spring 2014 release, you know that entitlements can be an interesting and challenging beast to deal with. For example, consider a situation when allocation type is set to number of cases and you decrease remaining terms on case resolution. Nothing in […]
When you use the new SLA functionality introduced in Dynamics CRM 2013 SP1, it is important to define your success criteria correctly. the success/failure of an SLA is definable per SLA. It can be single field condition or a combination of multiple field values. A common SLA is time to first response. For example, high priority […]