Hey, congrats on updating to Microsoft Dynamics CRM Online 8.1. Of the many new and exciting features, you now have the capability to use service level agreements (SLAs) for entities apart from Case. The additional entities with the SLA capabilities are:
I am assuming you are already adept with configuring SLAs for Cases.
Fair assumption? Good!
Unlike cases, however, you will need to do some extra steps for configuring SLAs on the above entities. This is because you will not get the out of the box SLA KPIs for the above entities. You will have to create your own SLA KPIs, timers, and quick view forms.
Here are the steps that you need to follow for configuring SLAs on the above entities. Though you can get this information from the official documentation (Enable entities for service level agreements (SLAs), Define service level agreements (SLAs), and Add a timer to forms to track time against enhanced SLAs), there are a few places you might want to watch out for while configuring SLAs (that’s why this blog ). Let’s take Account as an example and learn how to configure SLAs for it.
First, you would need to enable Accounts for SLAs. (It is not enabled out of box)
A few words of caution! SLA needs a committed relationship. Once you have selected that checkbox and saved, (by the power vested in you by Dynamics CRM and the position of a configurator) SLA cannot be disabled for the entity.
The second step is to create SLA KPIs for this entity.
For Cases, you’ve got 2 KPIs out of the box (First Response in and Resolve by). You will need to create similar additional KPIs if your business demands.
One of the best things about SLAs is the use of timers to indicate the time left for the SLA to be noncompliant. You can use timers for these entities too. You have it out of the box for Case but you will have to configure it for the new entities you enable for SLA.
Let’s see how to configure the timer.
A couple of things to remember.
The final configuration step
Now you need to put the controls on the entity form so that you can see the timer at the runtime. A few other relevant fields will be placed.
You could apply SLAs to Cases by either default SLA, entitlement or manually using SLA lookup. In all above entities, you cannot use the out of box entitlements. You will have to have a default SLA or use SLA lookup.
We will place the SLA lookup, SLA KPI Instance quick view form and SLA KPI Instance sub grid on the Account form.
Phew! Configuration complete…
Now let’s create SLAs.
Voila! Enjoy SLAs!