790
dear all
how i can define working hours schedule where CASES-SLA will not count out of this schedule, also can i apply it on team level or it is on organization level?
note: i am not talking about the services schedules, because i believe this is another area, other than cases SLA . please correct if wrong.
thanks,
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really appreciate your help.
Hi Ahmad ,
I believe there is only one area where we can set Working Hours in Dynamics CRM , i.e Service Management->Customer Service Schedule . In Service Management you can create many working hours and then associate with SLA business hours. You can not directly assign working hours to team , however you can assign Case to the team and configure SLA accordingly.
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