Two Enhanced SLAs on "Created On" and "Response By"

(0) Share

Report

Posted on by jliang55

Hi Community,

I am researching for this business need to have two SLAs:

1. First Response By - Time when the agent first replies once the case is added.

I managed to achieve this by setting "Applicable from" on the "Created On" field and creating SLA item under it. I set this as the default SLA and it seems working.

The question comes from the 2nd SLA.

2. Recurring Response Time - The business would like to set the SLA on checking whether the agent keeps replying to a case within a 2-hour window since the agent's last reply. If the agent replies within the 2-hour window, the SLA will get reset for another 2 hours. If the agent doesn't reply within the 2-hour window, the SLA is broken/expired. And this repeats till the case is closed.

There is the "First Response by" date field I can set the "Applicable from" to look at, so wonder if that's the field I can use for this? Do I need to setup anything to trigger this time to be refreshed each time the agent replies?

Or I actually need some customization KPI instance as some posts suggested?

And when there are two SLAs and one is set to default, how do they affect each other?

Thank you in advance.

Jimmy

All responses (6)

Answers (1)

jliang55 55 on at

Like (0)

Report

RE: Two Enhanced SLAs on "Created On" and "Response By"

Hi PG,

I kind of get the point now. Basically, the date/time field will be reset when an email reply is sent, and then the "First Response Sent" and the new "Yes/No" field can be the flag to trigger the success condition.

I will give it a try.

Thanks a lot.

Jimmy
Verified answer

Pankaj Gogoi 3,177 on at

Like (1)

Report

RE: Two Enhanced SLAs on "Created On" and "Response By"

Hi Jimmy,

I think you can do it in a single SLA. You have to see how to update the triggering fields set in Applicable When and Applicable From.

I would suggest not to use the Created On as this field cannot be modified, create a custom Date field for the Applicable From.

Best Regards

PG
jliang55 55 on at

Like (0)

Report

RE: Two Enhanced SLAs on "Created On" and "Response By"

Hi PG,

Regarding the Default SLA part -

I get the difference between SLA and SLA items. The business wants to implement two KPIs - the "First Response" and then the "Recurring Response Time", so I believe I need two SLAs that "Applicable From" two date/time fields, "Created On" and a dynamic changing date/time field. Eventually under each SLA, there will be SLA items based on different priorities as you described in your last email.

The business is trying to use D365 Customer Services for its internal IT help desk operations, not for external customers to open support tickets; so I am not looking at the Entitlement feature yet. But if I cannot apply two SLAs for all cases by default, I may have to look at using the combination of Entitlement and SLA if that's the way to go.

Thank you,

Jimmy
Pankaj Gogoi 3,177 on at

Like (1)

Report

RE: Two Enhanced SLAs on "Created On" and "Response By"

Hi Jimmy,

First Respond By is internal field but I think you can set this field using success Action of the SLA item. You can use the OOB of the box field as well.

Click on the Timeline (+) and click on email, the email form is open. You can have a workflow on save of the email or on Send, it will create a closed activity and update the Regarding(case) field which will reset the response timer. You can also have a Ribbon button on case and you can send email using email template and update the case entity field which will reset the response timer.

SLA on case will be applied based on Entitlement or by Default. If you two SLAs only the default one will be applied. You can have more than one SLA items with Applicable when conditions. For instance, for priority 1 type of case, you might want to respond withing an hour, for priority 2 type of case maybe within 3hr or for other type of cases maybe in a day. You can have three SLA items for this.

Hope I was able to clear things. Let us know if you still have doubt.

Best Regards

PG
jliang55 55 on at

Like (0)

Report

RE: Two Enhanced SLAs on "Created On" and "Response By"

Hi PG,

Thank you again for the hint and detailed steps, appreciate your patience and time.

SLA is a new topic for me so may I confirm some more setup questions:

1. Do you know how the field "First Respond By" behaves - does it ONLY record the date/time when the "First Respond Sent" field is changed? I would like to confirm out-of-box behaviours won't work before adding new fields/workflows.

2. In your step 6, "on create of email...I created a workflow to update the SubsequentResponse" - Emails basically are in a different Entity. So, in the Case entity, does the system automatically track when a reply email is sent or how do you trigger to update the SubsequentResponse field based on email creation?

3. Assuming I implemented your suggested solution and set it as the default SLA, but I still have my own "First Response By" SLA that the "Applicable from" is set to the "Created On" field. They are two SLAs applied to all cases but not two SLA items under one SLA. How these two SLAs work or impact each other?

Thank you again,

Jimmy
Pankaj Gogoi 3,177 on at

Like (1)

Report

RE: Two Enhanced SLAs on "Created On" and "Response By"

Hi Jimmy,

Please see if this helps.

1. Create a new field, probably a datetime and set the Applicable From to this field for the SLA. On case creation, you can set the field to be modified on date using a workflow or you can create the new field as calculated field and set the modified on value.

2. Create a new Two Option field called SubsequentResponse, and the set the default value to be Yes.

3. Create a new SLA Item and check for Applicable When the Two Option field is Yes

4. Activate the SLA and set this as default.

5. Create a case and you will see the First Response Timer is set.

6. Now on create of email first set the SubsequentResponse to be No, which will cancel the First Response Time and then update the SubsequentResponse to be Yes, which will reset the time. For this purpose I created a workflow to update the SubsequentResponse to NO and then to Yes. You can either update the same field or create a separate field to check the SLA and create / send email field in case.

7. You can create single SLA and have multiple SLA Items based on Applicable When criteria. For a Case entity, set an SLA as the default if you want it to apply to all cases that don't have an SLA applied through an entitlement. This is useful when a customer wants an SLA but doesn't have an entitlement

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements#set-an-sla-as-the-default

How is an SLA Applied.

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements#how-is-an-sla-applied

Calculated Field:

https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/define-calculated-fields

Best Regards

PG