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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How to pause SLA durin...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

How to pause SLA during non-bussiness hours defined by the customer service schedule

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Posted on by Vrushali Kulkarni 11
Hello,
 
We want to specifically pause ASA KPI timer during non-business hours. The businesss hours schedule is defined as below:

The above customer service schedule has been selected in the ASA KPI instance table
 
Now, we want toi pause  the ASA KPI during the non-working hours i.,e from 
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Questions from the above scenario,
 
1. Is it possible to pause ASA KPI during the non-business hours as mentioned above.
2.If yes , which fields can be used in override pause conditions to pause the ASA KPI timer during non-business hours and business closure using OOB functionality.
3.If it is not possible via OOB functionality then how can I get weekly schedule from customer service schedule entity if customized through power automate flow.
 
Grateful if anybody could help on this!!
I have the same question (1)
  • Ian_P Profile Picture
    Ian_P 68 on at
    It was my understanding that the standard functionality is as you request.  Have you found it works differently?
  • Suggested answer
    Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    Hi,
     
    My design is shown below:
    This depends on your SLA setting:
     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
    Please feel free to contact me if you have any further questions.
    Regards,
    Haig

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