You’re offline. This is a read only version of the page.
790
dear all
i do have 7 different SLA definitions for 7 different case subjects, each one of these SLAs has its own checks and validations.
now, none of these SLAs is working until it is set to "Default"? how to make these 7 SLAs work together?
i dont want to create one SLA and then create 7 "SLA Details" , i beleive this is hard to manage later on.
please advise.
thanks,
*This post is locked for comments
Hi
I am attempting to set up multiple different SLAs for different geographical regions with different business hours. I still can't get the SLAs to apply automatically. I am not using entitlements. How do I get this to work?
Hi Ahmad,
If you have multiple SLA then you have to associate SLA with entitlement or using business hour. If you have define only one business hour in that case you have to set default SLA .
[View:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level-agreements#set-the-sla-as-default]
[View:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-entitlement-define-support-terms-customer]
Stay up to date on forum activity by subscribing. You can also customize your in-app and email Notification settings across all subscriptions.
#1
André Arnaud de Cal...
291,253
Super User 2024 Season 2
#2
Martin Dráb
230,188
Most Valuable Professional
#3
nmaenpaa
101,156
Share
Report
All responses (
Answers (