Tag: CRM

There are two types of SLA available now.

Standard which was introduced in Leo and other is Enhanced.

Pause and resume features has been added to Enhanced SLA.

To enable this we need to go to Settings à Service Management à Service Configuration Settings

The pause feature is based on Status value.

In System Settings we can specify the status values on which the SLA should pause.

Let use create a new SLA

And the following SLA Item in it

SLA Item is based on First Response by KPI.

Here we can also see new Success Criteria and Success Action added to SLA.

The SLA would run if the Case Priority equals High and will wait for 5 minutes before warning and will fail after 30 minutes.

Now I go and create a new case and set its Priority as High.

The following Timer control would start running in the Case Form.

And now if I go and set the Status of Case as “Waiting for details” i.e. our pause condition.

The timer will be paused.

Now as soon as I change the Status of Case to something else

The time control will resume

Now I go and mark the case as Resolved which is our success criteria. The First response in will show Succeeded.

Now supported for System (OOB) Attributes.

Contact’s “Job Title” attribute in CRM 2011

Contact’s “Job Title” attribute in CRM 2015

Can be enabled for email data type attribute

In CRM 2011

In CRM 2015

 

Address field are also supported.

https://www.youtube.com/watch?v=Czc9sKvWd9k

To achieve the same security model that was implemented using Manager Hierarchy earlier

(https://nishantrana.me/2014/10/04/hierarchical-security-modelling-manager-hierarchy-in-crm-2015/)

in Custom Position Hierarchy we need to follow these steps.

To create Custom Position Hierarchy

• Open Settings à Security à Hierarchy Security
• Select Custom Position Hierarchy à Configure (Set Hierarchy Depth as 2)

• Create a new position record “position 1” and add a user to it “Ceo”

• Similarly create Position 2 and Position 3 record add “Manager A” and “First Name”

The Hierarchy à

Record created by user at position 3 is read only for the CEO user at Position 1 and editable for Manager User in Position 2 as we have set the depth as 2.