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Hello Community,
I am having challenges with the following scenario, and would appreciate some guidance:
In D365 Customer Service, there is Calendar Business Hours, there is operating hours for queues, and there is the SLA timer. How could we set up the trigger for the SLA timer to meet the following scenario?
- Customer sends in inquiry at 3am in the morning, when it's outside of business hour and no agent is working. Therefore, the SLA timer on the inquiry should not start.
- The business hours are 8am - 5pm, and therefore by the time 8am arrives, the SLA should be triggered on the inquiry that arrived few hours earlier at 3am. How can we trigger this at 8am when the inquiry is already in place?
- If the operating hours for the queue is 1pm - 5pm, but the business hours of the organization are 8am - 5pm, this means the agents assigned to the queue are only available 1pm - 5pm, even though the business hours of the organization is 8am - 5pm. This means we want to trigger the SLA between 1pm - 5pm, because that's when agents are available to work. This means if the customer inquiry arrives at 8am, we don't want to trigger the SLA yet. Is this even possible and if yes how can we set this up?
Thanks.
Hi partner,
I'm afraid it is not available to set up the trigger for the SLA timer depend on operating hours for queues.
It is better for us to edit SLA flow to control trigger conditions.
Here is a reference link: Dynamics 365 Customer Service SLAs and Cloud Flows | Microsoft Dynamics 365 (neilparkhurst.com)
Best Regards,
Sayen Zhang
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