One time working on a pre-sales demo, I was asked to set up Service Level Agreement in Dynamics CRM for the Case Entity. I was not really aware of how it works and what it can do.
Firstly, what is an SLA? A SLA o Service Level Agreement is an agreement or contract between a service provider (which could be your company) and its customers. An example of this is a company providing on-site support to computers bought by customers, and the agreed service level is that the company will send a technician to the customer within 72 hours that the customer first makes a call.
Types of SLAs in Dynamics CRM
In Microsoft Dynamics CRM, there are two types of SLAs: Standard and Enhanced. Standard SLAs can be only be created for the Case entity, while the Enhanced SLA can be created for any entity including custom ones. Enhanced SLAs also have additional capabilities such as:
- Pausing the SLA based on the entity status (on-hold, waiting for someone, etc.)
- Success actions (e.g. create an email activity record and send to team when the SLA has succeeded)
- Track SLA statuses (visuals on the Case entity form)
Enable SLA under System Settings
By default, the SLA settings in Dynamics CRM online is turned off so it needs to be turned on under Settings > Administration, as shown below:
Also, make sure that the field First Response Sent and Support Plan are both exposed on the Case Entity Form. In this example, the field is exposed on the Case entity’s default Business Process Flow:
Set up the Case Service Level Agreement
Steps outlined below:
- Navigate to the default solution.
Under Settings, navigate to the default solution by going to Settings > Customizations > Customize the System.
- Under the Default Solution, click SLAs.
- Click New on the toolbar.
- Name the SLA. Ensure that the Entity field is set to “Case” and then hit OK.
- Enter information into the SLA form.
- Name (required) – is the name of the record. This has been pre-populated from the dialog box that appeared from Step 3.4
- Entity (required) –Case entity as indicated from the dialog box which previously appeared in Step 3.4. You cannot change this field once the SLA record is saved.
- Applicable From (required) – is the date on the Case record where the SLA starts to calculate. For example, the SLA will run against all Case records’ created from Aug 23 2016. You cannot change this field once the SLA record is saved.
- Business Hours (optional) – is a Customer Service Calendar entity record defining the business days and hours including break periods of the week that the SLA will consider. Defaults to 24X7 when left blank.
- SLA Type (required) – is either Standard or Enhanced. You cannot change this field once the SLA record is saved.
- Allow Pause and Resume (required) – Indicates if the SLA timer can be paused/resumed. You cannot change this field once the SLA record is saved.
- Description (optional) – a descriptive text to describe what this SLA is for.
- Define the SLA Details.
The SLA Details grid define the Key Performance Indicators (KPIs) for the service level agreement. We will define two, in this example:
- First Response KPI
The above measures the time when the first response was sent and is only applicable to Gold Support Plan members. The SLA success criteria is when the First Response field has been set to ‘Yes’ on the Case Entity Form within 1 day the Case record has been created. Save & Close the record to add an additional KPI based on the Resolve by KPI Case field.
- Resolve By KPI
The above measures the time when the Case has been resolved and is only applicable to Gold Support Plan members. The SLA success criteria is when the Status changes to “Resolved” and the Status Reason for the Case has been set to some pre-set values within 3 days the Case record has been created. Save and Close the record.
- Activate and ‘Set as Default’ the SLA record.
Now that everything’s been set up, creating a new Case record should now reflect your changes.