New in CRM Online Spring ‘14 / Service Pack 1 / Leo: SLAs

GT // CRM

The Spring 2013 / SP1 / Leo release for Microsoft Dynamics CRM 2013 provides new functionality for Service Level Agreements (SLAs). The SLAs are configurable to your requirements and provide not only deadline monitoring but also automated warnings and escalations.

In this post I walk through the setup process and show the functionality in action. Invest 5 minutes here and walk away up to speed on this new feature.

Configuration of SLAs

Here’s the logical flow for configuring SLAs:

1 Define your Organization’s holiday schedule (the exception days when CRM should stop the clock on its SLA calculations)
2 Define your Organization’s customer service hours (e.g. it might be 9 to 5, Mon to Fri or it might be 24 x 7 x 365)
3 Create an SLA ‘agreement’ for each Customer Service Offering your Organization provides
4 Define the SLA detailfor each agreement. You can create general…

View original post 860 more words

Author: Nishant Rana

I love working in and sharing everything about Microsoft.NET technology !

Share your thoughts

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s