Personalized Community is here!
Quickly customize your community to find the content you seek.
Microsoft Customer Co-creation
Help impact how the tools and services you rely on are developed. Microsoft Customer Co-creation connects you directly with our engineers so you can provide feedback before a single line of code is written. Interested? Learn more at Microsoft Customer Co-creation
2021 Release Wave 1Discover the latest updates and new features to Dynamics 365 planned April 2021 through September 2021.
Release overview guides and videos Release Plan | Preview 2021 Release Wave 1 Timeline
The FastTrack program is designed to help you accelerate your Dynamics 365 deployment with confidence.
FastTrack Program | Finance and Operations TechTalks | Customer Engagement TechTalks | Upcoming TechTalks | All TechTalks
Dynamics 365 Customer Service 2021 release wave 1 includes a new, intuitive timer control that displays service-level agreement (SLA) milestones for service cases or any SLA-enabled entity. The new timer addresses key feedback that we received from our customers. The timer is optimized to display SLA metrics, and it supports the display of multiple SLA metrics at the same time.
The SLA timer can be added to SLA-enabled entity forms, and the timer then tracks all SLAs associated with that entity. The timer shows the remaining time with a ticking timer, displays the latest status, and offers a refresh option so that agents can be sure they are seeing the latest status.
Here’s an example of an SLA timer control that shows all the SLAs with their time remaining, status, and timestamp of the last update:
These key capabilities of the new timer improve agent experience:
Administrators enable the timer control on their entity forms depending on business needs. There are a few configuration options to provide the optimal experience to the agents, and admins can use the classic form designer to configure the SLA timer control.
The following configuration options are available:
To learn more about the SLA timer control and how to configure it, read the documentation:
Add an SLA timer to an SLA-enabled entity
Timer control for SLA-enabled entities
Define service-level agreements
Manage service configuration settings
The post Improved SLA timer control helps agents track KPIs appeared first on Microsoft Dynamics 365 Blog.
Business Applications communities