Personalized Community is here!
Quickly customize your community to find the content you seek.
Check out the latest Customer Service updates!Learn about the key capabilities and features of Dynamics 365 Customer Service and experience some of the new features.
Download overview guide | Watch Customer Service video
2020 Release Wave 2Discover the latest updates and new features to Dynamics 365 planned through March 2021.
Release overview guides and videos Release Plan | Preview 2020 Release Wave 2 TimelineWatch the 2020 Release Wave 1 virtual launch event
Ace your Dynamics 365 deployment with packaged services delivered by expert consultants. | Explore service offerings
Connect with the ISV success team on the latest roadmap, developer tool for AppSource certification, and ISV community engagements | ISV self-service portal
The FastTrack program is designed to help you accelerate your Dynamics 365 deployment with confidence.
FastTrack Program | Finance TechTalks | Customer Engagement TechTalks | Upcoming TechTalks
New to the forums. Hopefully someone can help as my Google searches have failed me!
I am creating SLAs for cases. My main (default) SLA for cases is based on business hours and works fine.
But we have a certain amount of customers that receive 247 support therefore I can't create sla items for them within the main SLA because it will countdown with business hours in mind.
What's the best way to do this? Create another SLA then associate an entitlement to it? (Not dealt with entitlements yet as we don't need to specify number of support hours/cases) But possibly I create something in the entitlement that states customer is 24 hours or not.
Any advice would be appreciated!
Here is my thought:
You will have to use different SLA's for Business hours & 24X87 Support and associate it with the case dynamically. The easiest way to assign the SLA is through entitlement i.e. Create Entitlement for each customer and have Default SLA set for the Entitlement for that customer. Set the entitlement as default so that it populates automatically.
Have a workflow, which on create, takes the SLA from Entitlement and set that SLA for the Case.
Hope this helps.
This worked. Thanks very much.
Business Applications communities