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Dynamics 365 SLA with Multiple Stages with Many SLA Items

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Posted on by Ahmed Ghaib

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Hi Guys ,

I've a question

I'm new to SLA in Dynamics 365 .

I've a requirement to Apply SLA on custom entity called request as follows :

-Each request has different categories (basically 10 different types of categories)

-Request passes in 10 stages and I want to configure SLA for each stage for each type of category.

Do I need to create 100 SLA! items with 100 SLA KPI lookup fields (10 categories * 10 stages) or it may be a better solution.!!!!

Also in each stage , the new owner may revert back to the previous owner for data correctness and I want to recalculate the SLA for first user , does it mean that each revert operation need additional needs new SLA item or I can deactivate the succeeded previous SLA item

Thanks

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TheMarkChristie 10,328 Moderator on at

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Hi Ahmed

In short yes - you will need to have your stages for each category.

The last question is more a question to ask the business - You can add a new SLA and complete the previous one but I would make sure that you check the business requirements

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Ahmed Ghaib 107 on at

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Thanks for your reply

I know the last question is business , but I'm asking if there's suggested answer for this ,as if each stage can revert back to previous stage then the SLA item number will be duplicated because I have to create two sla items rather than one for each stage ( one for normal case , and one for reverted back case ) right ?

and will this affect performance of CRM System

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TheMarkChristie 10,328 Moderator on at

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Hi Ahmed

You would need to create a new SLA if you wanted to timer to start again for that level

If you want to use the original one and continue it I would think that you would need some specific code written for it

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Just tossing this out but can you use Queues and rules to manage both SLA (inherited throufh queue routing) and rules? That may also help you with management of the work/activities per stage.... Just a thought and no real imementation details or actual usage scenarios

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Chadi Tannous 1,039 on at

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when you create SLA make sure not create a lot of sla items as per Microsoft recommendation

Make sure that you don't have too many SLA Items in an SLA, because that can directly impact the create and update operations on the record on which the SLA is applied or re-evaluated. We recommend you not have more than 15 SLA items in an SLA record for performance reasons.

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Community Member on at

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Scrap that... U r probably using enhanced SLA's and they dont play nice with Queues... Have u standardized on standard or enhances SLA (not 100% sur me if that's still a thing)

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Ahmed Ghaib 107 on at

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Thanks a lot for your reply

I'm using enhanced SLA in Dynamics 365 , would you recommend using SLA item maximum by 15 ??

as my business needs more than this number !!

Thanks

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Community Member on at

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Got me there and I am not sure on the upper limit for SLA's... Yet :) if u can open up a PSS service ticket and get escalated support to confirm the upper limit and "why". Better to know now than wait to later when you need to escalate re performance issues or a "bug'. Also, i think your challenge is less about SLA's and entitlements and more about how and what you are doing per stage of your business process ... what business requirements lead you to believe u need 100 sla's or 10 per entity throughout the entity life cycle?

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Roxana 691 on at

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HI Chadi Tannous

Please may you kind send the link where Microsoft recommend not using more than 15 SLA items?

I am setting a similar scenario with approx: 50 SLA items with one KPI and another 50 KPI items with another KPI.

Thanks in advanced.

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Chadi Tannous 1,039 on at

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www.microsoft.com/.../define-service-level-agreements-customer-service.aspx

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