Configuring SLA Timers in Dynamics CRM

The Service Level Agreement is a common tool used by service agents to ensure they deliver a consistent quality of service to every end-customer within a specified timeframe.  Dynamics CRM has a SLA countdown timer feature that shows a Customer Service Representative (CSR) exactly how much time is left on the clock before the SLA is non-compliant, helping the CSR to focus their attention on the SLAs nearing non-compliance and keep within their target.


This is what we want to achieve: a countdown timer against each SLA KPI showing how much time is left before non-compliance.

SLAtimer2

In this case, the Resolve By KPI is non-compliant, and the First Response By KPI was met within target.

Although you can’t see it in the snip, the timers do count down in real-time, so the agents can see the seconds and minutes dropping off.


Step 1

First you need to add the SLA field into your Case form.

I assume you do your config in a solution file, so

  1. Navigate to Components > Entities > Case > Forms
  2. Click your default main form, which is probably “Case”
  3. In the Form Designer, from the Field Explorer, drag the SLA field into the form
  4. Click Save and Close
  5. Click Publish All Customizations

Step 2

Now we create the actual SLA that will be stored in the SLA field we’ve just added to the Case form.

  1. Navigate to Settings > Solutions
  2. Open your solution (or create a new one)
  3. Click SLAs
  4. Click New
    SLAsolution

NOTE: you could also create the SLA in Settings > Service Management, but it’s best practise to create it in a solution file – it means you can easily move the SLA between instances at a future date if you need to


Step 3

  1. Set up the SLA record as follows (changing the name of course)
  2. Click Save

SLAdetails


Step 4

Now let’s add the KPIs you want to track within the SLA.

Here I’ll use the two default KPIs that come with Dynamics CRM – Resolve By and First Response By – but you can create your own (I’ll blog how to later).

HINT: Resolve By and First Response By are relevant to service Cases, but you can create SLA KPIs for other non-service areas, for example, you might want your sales team to action a new lead within 48 hours and have a SLA to monitor compliance to that.

In the SLA Details sub-grid, click the Plus icon

sladetails2

 

 


Step 5

  1. For the First Reponse By KPI, complete the New SLA Item form as follows
  2. Change the Failure After and Warn After times as appropriate
  3. Click Save and Close

HINT: you can type directly into the time fields, you’re not restricted by the canned options in the option sets

FirstResponseBy


Step 6

Repeat the above two steps for the Resolve By KPI.

Your New SLA Item form should look like this:

ResolveBy

 

Once again, change the failure and warning times as appropriate.


Step 7

When done, your SLA Details subgrid will look like this:

SLAdetails3

Now,

  1. In the menu bar, click Activate
  2. If this is your only SLA, or this is the base-level SLA in a tiered group of SLAs, click Set as Default.  Otherwise, don’t.

Step 8

Now at this point you’d pretty much expect the SLA to work, right?  Not quite.  We need to set up a workflow to kick it off, the workflow will do two things: 1) apply the SLA to the Case, and 2) set the Computed Failure Times for each of the SLA KPIs.  So:

  1. In your solution file, under Components, click Processes, then New
  2. Complete the Create Process dialog as follows
  3. Click OK

create process

 


Step 9

Set up the workflow process properties as follows:

WorkflowProcessProperties

then add two workflow steps (Apply default SLA and Apply SLA dates):

WorkflowSteps


Step 10

For Apply default SLA

  1. Click Add Step
  2. Click Update Record
  3. Select Case
  4. Click Properties
  5. In the Update Case form, click into the SLA field
  6. Using the Form Assistant, select your SLA (e.g. ‘Contoso Standard SLA’) in the Default value field
  7. Click OK
  8. Assuming your form looks something like this, click Save and Close

ApplyDefaultSLAForm


Step 11

Now we repeat the above for the second workflow step, ‘Apply SLA dates’

  1. Click Add Step
  2. Click Update Record
  3. Select Case
  4. Click Properties
  5. In the Update Case form, click into the Resolve By field
  6. Using the Form Assistant, Look For ‘(Computer Failure Time(Resolve By KPI(SLA KPI Instance)))’
  7. Click Add
  8. Click OKComputedFailureTimes
  9. In the Update Case form, click into the First Response By field
  10. Using the Form Assistant, Look For ‘(Computer Failure Time(First Response By KPI(SLA KPI Instance)))’
  11. Click Add
  12. Click OK
  13. Click Save
  14. Click Activate
  15. Click Close

That’s it.  Now whenever a new Case is created, your SLA will be applied to it and the timers will start their countdown.

 

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One thought on “Configuring SLA Timers in Dynamics CRM

  1. Pingback: SLAs are not just for Service anymore - CRMOnline v8.1.X.xxxx - Microsoft Dynamics CRM Community

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