Define the level of service or support that your organization wants to provide to a customer through service level agreements (SLAs) in Dynamics 365 Customer Service. You can include detailed elements to define key performance indicators (KPIs) to achieve this service level. KPIs will help you receive timely alerts on issues your customer control team may have. Information about out-of-service hours can be found in the Service Level Agreement for Microsoft Online Services (Word document). You can find the latest information in the license terms and documentation. On the one hand, SLAs are the first step to creating key performance indicators (KPIs) and then tracking performance from these PCCs. Of course, your support employees simply see KPIs as a timer on registration forms that indicate the time remaining up to (or the time elapsed since) of the time required (or allocated) to respond to a support request. On the other hand, slAs can also allow CRM users to stop the KPI timer based on the status of the support request. For example, if a service employee cannot continue until the customer provides additional information, the timer may be stopped with the status reason „Pending“ until the status reason changes. It`s important to remember that wait time can be tracked, measured, and reported like anything else. In many organizations, this is just another KPI. Service level agreements are important not only in customer service, but also for distribution and marketing, to ensure effective lead management from start to finish. The above SLA is configured for an after-sales service agent to see a warning when a first response is not sent within 30 minutes of the case being resolved and an error if the case is not resolved within an hour.

This only applies to priority cases, as shown in the figure below. You can have multiple SLA KPIs inside an SLA. The start time of different PSI SLAs within an SLA is set at the SLA level and cannot vary from one SLA-KPIs. The start time is determined by the Applicable field value. Assuming a high-priority case is selected and partially resolved by XYZ Company`s after-sales service agent, but there are only a few issues to resolve with Frosty Ltd. The customer service agent waits for the customer`s response so that the case and the SLA can be frozen and not taken into account in the SLA calculations until the customer responds and the SLA can continue. The error and warning time is calculated after taking into account the selected business hours in the SLA dataset. If no data set on the time of activity (after-sales service plan) is selected, the working hours are considered full-time, every day. If you do not want to use SLAs system-wide, you can disable SLAs at the organization level instead of having to disable each SLA. This happens on the Service tab in the System Settings by setting the Disable SLA option to yes….