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CRM Dynamics CE - Customer Service - SLAs

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Posted on by MBR08

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We are running CRM v9.0 on premise.
I have a requirement for Customer Service Case Module to run 2 SLA together.
1st SLA will be based on status/assignment of Case, if case status is changed it will be restarted. (this is to measure performance of teams that are working on case).
2nd SLA will be for Case itself, that how much time specific case took from start to resolution.

Can we achieve this OOB?

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Haig Liu Microsoft Employee on at

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CRM Dynamics CE - Customer Service - SLAs

Hi,

Only one SLA can be applied to a record. When an entity record is updated by using a different SLA, the previously applied SLA is canceled.

https://learn.microsoft.com/en-us/dynamics365/customer-service/apply-slas?tabs=customerserviceadmincenter

Therefore using two SLAs at the same time is not possible.
The mature solution is to design an SLA based on state changes and add a Labor field for the agent to manually record the total resolution time.

If my answer was helpful, please click Like, and if it solved your problem, I hope you can verify it to help other community members find more.
Please feel free to contact me if you have any further questions.
Regards,
Haig

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