Rajeev Pentyala – Microsoft Power Platform

I was exploring ‘Enhanced SLA’ feature in CRM 2015. I created my first basic enhanced SLA with below steps

• Created a new SLA

Enhanced SLA

• Added a new ‘SLA Item’ with no ‘Applicable When’ criteria (i.e., SLA should kick in for all Case’s if no criteria given) and ‘Success Criteria’ as Case Status ‘Resolved’

Applicable And Success Criteria

• Set the Failure Duration as ‘5 minutes’ and Warn Duration as ‘1 Minute’

Duration

• Activated the SLA

Enhanced SLA – Activation

• Created a new Case.
• But no Timer or ‘SLA KPI’ records logged when I expanded ‘Enhanced SLA Details’ section.

Enhanced SLA Details

Reason

• There was no ‘Entitlement’ configured
• So what is an Entitlement?  ‘Entitlements’ are correlated to Customers (i.e., Either Account or Contact) in the system and define what kind of support your customers are eligible for.

Enhanced SLA – Entitlements

Note : If you don’t want to configure ‘Entitlement’ make to set SLA as Default which will be applicable for all Customers.

Fix

• Since I am just exploring SLA’s, I did not create an ‘Entitlement’ instead I made my SLA as ‘Default’

Enhanced SLA – Set Default

• Created a new Case and this time got the OOB Timer and SLA KPI record in sub-grid.

Enhanced SLA – Triggered

Additional Details

• How to Pause a SLA
  • Using ‘Enhanced SLA’ you can put SLA on ‘HOLD’ by choosing Case ‘Status’ with pre-configured ‘Case Status’ (Refer screen how to configure Status)
  

  Enhanced SLA – Set ‘HOLD’ status

  • Go to the ‘Case’ and choose Status = ‘On hold’ and Save
  

  Case – Choose ‘On Hold’ status

  • See the Resolve in set to ‘Paused’

Enhanced SLA – Case ‘On Hold’

🙂