How to Configure Effective SLAs in Dynamics 365 Customer Service Hub
Concerning the Customer Service Hub, designing SLAs
1.1- Create Fields in Case Table
Please set the following fields within the case entity:
1.2- Create SLA KPIs
Open the Customer Service Admin Center App to create the New SLA KPIs.
Select "Service Terms" within the Operations section. Click on Manage next to SLA KPIs.
Add New SLA KPIs
Enter information in the provided fields:
Name: Specify the name of the SLA KPI for which the KPI is created.
Entity Name: Select the entity in the entity name field for which you want to apply SLA. SLA should be enabled for entities that you can use in this field. SLA is enabled by default for a few system-generated entities.?
KPI Field: Select columns of the selected entity. For example, if you're creating an SLA KPI to define the time when a first response should be sent to the customer, select FirstResponseByKPI in the list.
Applicable From: Select a column for which the warning and failure time are measured. For example, if select Created On, the warning and failure start time for an SLA are calculated from the date and time when the record was created.
We created an SLA KPI for the field Assign Case by KPI at the start of the article. Now, write a name Assign Case By KPI—Created On. Select a Case Entity in the Entity name. Use the Field Assign Case By KPI we created. Then select Created On in the Applicable From field because we want it to be applied when the record was created.
Now use the Assigned Case On column in Applicable from the field for First Response By KPI and Resolve By KPI. By using Assign Case On column it is applied when the assigned case on column contains data.
First Response By KPI and Resolve By KPI fields exist already in the case entity. These fields are system generated in case entity.
Select the For First Response By KPI in the KPI Field.?
Select the Resolve by KPI column in the KPI Field and Assigned Case On column in the applicable form.
Activate all the SLA KPIs
1.3- Add SLA Timer Section in Case Form
Select the “Enhanced Case Form” from all system main forms. Open the “Enhanced Case Form” in edit mode. Click on three dots and then select switch to classic mode.
Generate a new section by clicking on insert, select section, and then select one column, Labeled SLA Timer.
Add a new subgrid to the SLA Timers section: By clicking on Insert Tab and then selecting Subgrid.
领英推荐
Select "Only Related Records” in the Data Source Record option. Then select the SLA KPI Instances (Regarding) table. Select default view.
Add an SLA Timer control in the subgrid. The SLA Timer control is specifically designed to display SLA KPIs in a distinct format.
1.4- Create SLA
Open the Customer Service Admin Center app to create an SLA. Select "Service Terms" within the Operations section. Click on Manage next to “Service-Level Agreement (SLAs).
Create a new SLA. Write the name for SLA and select the Primary Entity. In our scenario, we select the Case entity. After adding a new SLA and saving it, the SLA items section should be displayed.
Create new Items from the subgrid.
Add a Name for SLA and select the KPI from the SLA KPIs lookup table that we have created.
Selected Assign Case By KPI – Created On in the KPI field. Do not allow the pause and resume button and custom time calculation and not adding the business hours.
In Applicable when added a condition that the origin of the case is equal to phone or email.
In Success Conditions, added a condition that” Assigned Case On” Contains Data and Case Assigned equals Yes or Status of the case equal Cancelled or Resolved.
After saving the Item, click on Configure Action. This action will direct you to power automate flow, where you can modify the flow to incorporate additional features such as updating rows or sending notifications, as shown in the screenshot.
Add "Update a row" action in case equals "Near Non-Compliance" in the switch. Provide the table name and row ID and set the "Assign Case SLA Status" field to "Near Noncompliance."
In Switch cases: "Is Succeeded" conditions, set the "Assign Case SLA Status" field to "Succeeded" and for all "Is Noncompliant" conditions, set the "Assign Case SLA Status" field to "Noncompliant."
Created a Case by Test SLA name.
The "Resolve in" and "Assign case by" fields display as non-compliant when the case is assigned within the set amount of time.
Service-level Agreement is now working properly. According to the conditions it is showing as noncompliant because the assigned case on fields contains data within the time.
Conclusion
Configuring Help Level Arrangements in the Customer Service Hub is crucial for delivering exceptional client care experiences. By defining clear support level targets, identifying relevant SLA metrics, and designing SLA records tailored to your organization’s needs, you can ensure that clients’ inquiries and issues are addressed swiftly and efficiently. Consistent monitoring of SLA performance
To enhance these capabilities, DHRP specializes in implementing Dynamics 365 Customer Service and CRM solutions. Our expertise in tailoring Dynamics 365 to fit your specific needs ensures that your customer service processes are streamlined and effective, perfectly aligning with your SLA objectives. With our end-to-end support, you can leverage the full potential of Dynamics 365 to not only meet but exceed your client support standards and achieve your business goals. See how one of the companies achieved operations efficiency by utilizing the potential of Dynamics 365 customer services. For more details, contact us.