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…|
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