Microsoft Dynamics CRM (Archived)

Multiple SLA's against an Entitlement

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Posted on by JohnMaddalena

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Hi Guys,

Is it possible to customise CRM to add multiple SLA's against an Entitlement?

Our issue is:

Depending on the Priority of the Case, the Work Hours are different.

The only way I can think of getting around this is by having multiple SLA's against the Entitlement.

Multi-Entitlement doesn't work as the Total Terms will be at the Account Level. And multiple Entitlements doesn't roll-up the Total Terms on the Entitlement Level.

Cheers,

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TheMarkChristie 10,328 Moderator on at

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Hi Madders

The way I would look into this is using the new Case Creation Rules functionality, Business Hours & Multiple SLA's.

As an Example you would create 3 SLA's (Gold, Silver & Bronze)

Gold is 24/7

Silver is 7am-7pm

Bronze 9am-5pm

Once you have create a SLA for each Level you would then create a set of business hours for each one.

This would then give have each SLA working on its own times

So Using the case creation rules you would update the Selected SLA based on criteria matching your rules, This will then use the Business Hours for the stated SLA

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Abed Haniyah 4,287 on at

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As far as I know, each Entitlement can be associated with only one SLA :)

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JohnMaddalena 110 on at

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Thanks for your reply Mark,

So the SLA would get called at the Case level as opposed to at the Entitlement Level, based on the Priority of the case.

How would the selected SLA recognise the entitlement that has been selected, is it OOTB?

Thank you for your help.

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TheMarkChristie 10,328 Moderator on at

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You would create an Entitlement level against the SLA

www.microsoft.com/.../create-an-entitlement-to-define-the-support-terms-for-a-customer.aspx

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