If you don`t want to use system-wide SLAs, you can disable ALS at the organization level instead of having to disable each ALS. This happens in the Service tab in System Settings by placing the Disable SLA option to Yes. 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. Service Level Agreement (SLA) is one of many features of Microsoft Dynamics 365 that can be used to manage services for customers. It is a service service contract between a company and its customer. Suppose the XYZ helpdesk must create a new service level agreement for a customer (Frosty Ltd.) to respond to and resolve high-priority requests within the allotted time. To create workflows for ALS to be applied automatically, contact your after-sales service managers, administrators or assistants. For more information: Creating and editing workflow processes Error and alert time is calculated after the selected opening hours in the SLA record are taken into account. If no recording of working time (after-sales service plan) is selected, work schedules are considered a full day.

Now that we have established a service schedule, we can determine the level of response we expect. Our KPIs can be based on two metrics: First Response Time and Resolution Time. Essentially, we need to determine what success or failure is for each of these measures and what action should be taken when a KPI is about to fail or has not been met. Let`s see a scenario in which high priority cases must be resolved within one business day and normal and low priority cases within 3 business days. The service officer working on an application can see the details of the ALA directly in the application form. The following table explains what happens when a standard or extended ALS is applied to an application form. 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.