Microsoft has made some changes in SLA design; here I am going to share about the differences
- SLA Type option standard has been removed, earlier user has option to choose (as shown in below image)
- Earlier there were 2 entities now there are 3 entities to configure a new SLA
- Earlier
- SLA
- SLA Item
- Now
- SLA
- SLA Item
- SLAKPI
- Earlier only one SLA can be applied now you can use multiple SLAs. This is a much-needed feature, in our recent implementation we need to have 5 SLAs on Work Order entity and to chieve that we need to implement a child entity on work order and create 5 records in that to track 5 different SLAs.
- To manage SLA settings, you can navigate to “Customer Service Hub” application and then navigate to “Service Configuration Setting”, there you can find below settings
- You can disable SLA on an entity which is…
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