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Microsoft recently announced new features coming out with their next version of Microsoft Dynamics CRM 2015 (previously code named Vega). Check out the Dynamics CRM 2015 Release Preview Guide to see what features are coming with 2015.
Next up for our review are the SLA enhancements being made. Pre-CRM 2015, users could take actions if First Response By and Case Resolved By aren’t met. CRM could also be setup to send warnings if First Response By and Case Resolved By are approaching.
With 2015, a few new enhancements have been made to make the SLA experience a bit more rich.
Automatically Pause/Resume the SLA time Calculation:
Now with CRM 2015, administrators can setup specific Active Case Status values that will automatically pause the SLA timer if the Case is moved into one of the statuses selected. When the Case is moved out of that status, the timer will resume and continue. This is configured from Settings –> Service Management –> Service Configuration Settings.
In the example below, if a Case is moved into On Hold or Waiting for Details, the SLA timer will pause (and this will reflect on the Case form). When the Case is moved back to In Progress or Researching, the SLA timer will continue where it left off. This functionality is only available with Enhanced SLAs (described in more detail in the next section).
The On Hold time is tracked per Case record so you can get a glimpse of how long a case has been on hold to follow up and provide better service to your customers.
There may be scenarios where you don’t want your KPIs to be paused, and this can be turned off at the SLA level. Therefore even though the Case moves to one of the statuses to pause the timer, cases using those SLAs will continue to count down and will not be paused.
Success actions are new with 2015 and are only available for Enhanced SLAs (described below). The Success Action can be defined by an administrator, and indicates a set of actions that will be executed whenever the success criteria of a Service KPI is met before the failure time.
Enhanced versus Standard SLA:
In Spring 2014, the SLA functionality that was delivered with Leo was Standard SLA functionality. Now with 2015, you have the ability to define an SLA as Enhanced.
With the Standard SLAs delivered with Leo, you cannot use the new pause/resume functionality of the timer, and you cannot define Success Actions. Standard SLAs cannot be converted to Enhanced SLAs.
Also, with Standard SLAs, all data is tracked on the individual case record (First Response By, Resolve By, etc.). With Enhanced SLAs, this information is all tracked on a related SLA KPI Instance records, and quick view forms are used to show specific information directly on the case (e.g., the First Response In and Resolve In timer controls below).
If you wanted to create additional KPIs that your business tracks in addition to First Response By and Resolve By, you can do this by creating new SLA KPI relationships to the Case. Doing so will automatically allow you to create SLA Items against your SLA, and define the Warning / Failure / Success criteria and actions for the new KPI.
With the new SLA KPI Instance records, you can create charts and dashboards to be able to quickly get counts of cases based on the KPI Status, and have a better understanding of how your service department is performing at a high level.