Dynamics Community Forum Thread Details

Multi-Level SLA based on Case Subject and Queue

Hi,

We are using Dynamics CRM 2016 on premise. We have around 500 users using Dynamics CRM mainly for Case management. We have around 250 Mailboxes receiving email and creating cases on queues (4000+ cases/day). The users are processing these cases by replying back & resolving or routing the case to a back office team queue to process.

Each case has a choice of around 150 case subjects.

The business have a requirement to be more intelligent around how they manage work. Each queue has countless cases that need processing but there's no way of prioritising their work intelligently.

What they have asked for are SLAs based on Case subject and queue (plus potentially other requirements like Account or owner). This would mean if a case arrives on "Team 2 Queue" then they have 2 hours to resolve or route that case. Once routed it then lands with a different team queue e.g. "Back Office Team 4 Queue". This team would then have 10 hours to process the case (route or resolve).

Each case subject could be routed numerous times around the business with each department/team having their own SLA for that particular Case (based on case subject and in some instances the account associated with the case or other criteria).

I'm thinking this requirement is not possible with the Out of the box SLA solution. Would you agree?

Can anyone think of a good implementation for this kind of work management or are there any products out there that would assist in resolving this requirement?

The business have no appetite to move off of Dynamics CRM into another tool.

Thanks,

Chris

This is a difficult requirement for sure. :-)

You are right that the ootb SLA would be very difficult to setup for this, but not impossible. The real issue is handling the multiple use cases based on case subject and queue. There would be a lot of IF this THEN this ELSE this....etc. The issue is compounded by having 150 subjects.

One thought might be to have a reference entity with a record for each queue / subject combination. In each record you then have the name of the SLA you want to apply to the case for that combination.

Fields:

Queue Name
Subject
SLA Name

Then you would have to have some plugin or custom workflow code to do a lookup into this new entity for the correct Queue / Subject combo, then apply the appropriate SLA to the case. Each time the case is moved or re-routed, execute the Plugin/workflow again to apply the SLA if necessary.

It would be some serious coding for sure, but it could be done.

Good luck!

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