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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Hello can anyone help ...
Service | Customer Service, Contact Center, Fie...
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Hello can anyone help me for SLA requirement

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Posted on by Tushar Jadhav 154

Help is needed with regard to SLA on cases generated using ARC. There are two branches, one in UAE and one in Canada, both of which provide support work and are located 12 hours apart. There are separate holidays for each. We need to have an SLA setup where if UAE has a holiday, then the Canada SLA item should be triggered, and if both have a holiday, then we should calculate the latest branch available for assignment after the holiday.

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  • RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    Hi,
     
    We have analyzed your needs, and in my experience, this need to move CASE to the next region while you are on automatic leave is not achievable.
     
    You can request that on the eve of the vacation in region A, the company staff will transfer the /CASE/ of the remaining SLAs in region A to region B, which will be responsible for it, and then set region A not to receive new /CASE/ during the vacation period.
     
    Of course, the above are just some of my personal ideas, if this problem has affected your business, we recommend you to use the following link to seek Microsoft technical support.
    https://admin.powerplatform.microsoft.com/support
     
     
     
     
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Rudy Zhang

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