Service Level Agreements in MS Dynamics CRM

Service Level Agreements (SLAs) offer an easy and convenient way to track the time taken by service representatives to solve support requests. Service Level Agreements are also the first step towards crafting Key Performance Indicators (KPIs) and tracking the performance against those KPIs. It is possible to see them as timers on record forms, where they indicate remaining time until (or time passed since) or the prescribed time it takes to solve a support request.

It is possible to manually apply a Service Level Agreement (SLA) to a Case by updating the Case record, and specifying an active SLA record in the SLA Id attribute of the incident record.

Create an SLA in CRM:

Step 1: Go to Settings-> Service Management -> Service Level Agreements.

Step 2: Click New to create a new SLA.

Step 3: Fill the details like name of SLA, SLA Type, Business hours and specify whether it allows pause and resume as shown below.

Step 4: Click Save.

Applications of SLAs:

Service Level Agreements allows users to define rules for SLA on how it works on Case. It is possible to set up actions to be performed if SLA falls to warning or failure state.

Service Level Agreements allow CRM users to pause the timer depending on the status reason of the support request. For example, if a service representative is waiting on certain information from the customer, the status reason “Waiting on Customer” will pause the timer until the status reason changes. The time on hold is also tracked and can be reported on.

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