Tag: SLA
Configure custom status on SLA Timer
This article is about another feature that is part of Dynamics 365 2022 Release Wave 1. Let me first explain what this feature is about, because when you read the information on Microsoft’s doc site related to this feature, it might be a little bit confusing. A while ago I wrote this article on the new SLA timer control where I explained how you can add this new control toRead More
Assign SLA based on Case creation time
A few weeks ago I received a question from someone who asked me if it was possible to assign an SLA to a case based on the time of day a case was created. For example if the case was created in the morning between 8AM and 11:59AM it would get the ‘Morning SLA’ attached, and if it was created betweem 12PM and 5PM it would get the ‘Afternoon SLA’Read More
SLA’s in the Unified Interface
Some people might not have noticed that SLA’s (service level agreements) didn’t just move from the legacy interface to the unified interface. There were also a few updates to SLA’s and the way we can configure them in Dynamics 365 Customer Service has slightly changed. Before I get into that, let me first explain what SLA’s are and how they are used. What are SLA’s? Service level agreements allow organizationsRead More
