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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / SLA escalation matrix
Service | Customer Service, Contact Center, Fie...
Suggested answer

SLA escalation matrix

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Posted on by CU03040610-0 45

Dear members,

Please help me with below query:

I want to define an SLA

Total time duration of failure will be 120 hours

and SLA KPI will be on case resolution

but:-

Case 1-if pending with user 1: and if breached ( on completion of 120 hours)

Escalation Email to user 1 and user 2

 Case 2- if user 1 assigned it to user 2 and if breached then ( on completion of 120 hours)

Escalation email to user 3 and user 4

case 3- if user 2 assigned it to user 3 and if breached then ( On completion of 120 hours)

Escalation email to user 5 and user 6

Please help me how can i define an SLA based on above condition

I have the same question (0)
  • Suggested answer
    veginati Profile Picture
    veginati 225 on at
    RE: SLA escalation matrix

    This could achieve this with Manager/position hirerachey. User 1 - Manger is User 2 and User 2 Manager - User 3, like that..

    Send email to case owner manager and case owner manager of manager.

    Let us know how it goes....

  • Suggested answer
    veginati Profile Picture
    veginati 225 on at
    RE: SLA escalation matrix

    I could achieve this with Manager/position hirerachey. User 1 - Manger is User 2 and User 2 Manager - User 3, like that..

    Send email to case owner manager and case owner manager of manager.

    Let us know how it goes....

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