Work schedules. Select a record of the after-sales service plan that defines the opening hours of your support organization. This is useful for sLA follow-up calculations. If a work time record (after-sales service plan) is not selected, the working time is considered a full day. crmbook.powerobjects.com/…/service-level-agreements Suppose XYZ-Helpdesk must create a new customer service level agreement (Frosty Ltd.) in order to respond to and resolve high-priority requests within the allotted time. Service level agreements are important not only in the area of customer service, but also for sales and marketing, in order to ensure effective management of leads from start to finish. Error and alert time is calculated after the opening hours selected in the SLA data record have been taken into account. If no recording of working time (after-sales service plan) is selected, work schedules are considered a full day. You can have multiple SLA-KPIs within an ALS. The start time for different SLA-KPIs within an ALS is set at the ALA level and cannot be different in all SLA-KPIs. The start time is determined by the applicable field value of. The above ALS is configured for customer service staff to receive a warning if an initial response is not sent within 30 minutes of Case`s creation, and an error if the query is not resolved within the hour.
This only applies to high-priority cases, as shown in the screenshot below. Assuming that a high-priority case is selected and partially resolved by XYZ`s customer service staff, however, you have few issues to resolve with Frosty Ltd. Customer service staff wait for the customer to respond, so that demand and ALS can be frozen and are counted in ALS calculations only when the customer responds and ALS can continue. Define the level of service or support your organization provides to a customer using Service Level Agreements (SLAs) in Dynamics 365 customer service. You can include detailed elements to set key performance indicators (KPIs) to achieve this level of service. With the help of KPIs, you`ll receive timely alerts about problems your customer support team may have.