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 1 Discover the latest updates and new features to Dynamics 365 planned through September 2020
Release overview guides and videos Release Plan | Preview 2020 Release Wave 1 Timeline
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
Hi, we offer the following SLA's to our customers based on there support contract - Support Premium (24/7) for HIGH and URGENT cases only and Support Professional (08:30 - 17:30 Mon to Fri) for all priorities.
I have created two SLA's, "24/7" with Business Hours 24/7 and "Default" with 08:30 - 17:30 Mon to Fri Business Hours.
I have also created a custom field "Support Contract" under the Customer Account (not contact) called Support Contract with an option set - Support Premium and Support Professional.
The default SLA is "Default".
The question is, How can I change/set the Case SLA field to the 24/7 SLA when the customer account field "Support Contract" is Support Premium and Case Priority is "HIGH or URGENT", I have tried using Workflow but cannot get this working as Case's are normally registered to the Customer (Contact), I don't want staff to have to choose both customer account and customer contact on each ticket.
I don't want to use entitlements as we don't limit cases or hours etc.
Hi, The case customer field can be either Account or contact. Why not use the Account as customer? If you still want the contact as customer, why not find the parent account of that customer in the workflow and check the support type ?
Business Applications communities