SLA on Incoming Email CRM

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Posted on by Mahesh Wankhade

Hi All ,
Can we enable enhanced SLA feature for Incoming email in CRM. Our requirement is incoming email should get responded by agents in configured timeframe in CRM.
I was able to enable SLA feature and was able to add SLA KPI instance Quick view controls on Email form. However SLA is not getting applied on incoming email.

I tried same SLA for Draft email by changing SLA condition and SLA seems to be working in this case.

Does this mean , SLA feature doesn’t work on Incoming emails ?

Thanks!

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Goutham A on at

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RE: SLA on Incoming Email CRM

Hi MAhesh,

Quick question. Do you mean the same SLA(same conditions) is working for Draft emails(but not incoming). SLA functionality is triggered on save of the record.
Mahesh Wankhade 90 on at

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RE: SLA on Incoming Email CRM

Thanks Prashant !!
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PS 23,577 on at

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RE: SLA on Incoming Email CRM

Hi Mahesh,

Can you try creating a workflow with following details:

Trigger on Email created on

Check conditions email direction = Incoming and status completed

Update Email 'SLA Lookup'<select your SLA>

Activate your workflow.

See if it works! SLAs can run automatically and manually on SLA enabled entity record.

I guess this should work and if not, you might want to raise a ticket to Microsoft directly.
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PS 23,577 on at

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RE: SLA on Incoming Email CRM

Hi Mahesh,

Can you try setting the SLA as default...see if it works...
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PS 23,577 on at

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RE: SLA on Incoming Email CRM

Hi Mahesh,

Have you created, SLA KPIs for Email entity?

It should work on all emails, here is a URL about it:

blogs.msdn.microsoft.com/.../how-to-configure-slas

If you are facing any error, do post the error log.