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Dynamics 365: how to set up and measure SLA on emails

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Posted on by D365EL

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Hello Community,

Does anyone have experience or advice on how to best set up SLA on incoming emails in Dynamics 365? The requirement we have from our client is that when an incoming email is received from the customer, the SLA should be triggered to measure if the agent has responded back to the customer within the prescribed time. However, how would the system know that the time is to be measured from when the incoming email arrives, to when the agent sends a reply to that email? When we do SLA on a case record, we are dealing with the same record. However, in the email scenario, we are dealing with incoming and outgoing emails, and the SLA needs to be measured for outgoing response that's related to an incoming email.

Would appreciate if anyone could share any insights on what the best way to design this would be. (preferably via configuration without custom development)

Thank you!

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Haig Liu Microsoft Employee on at

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Hi D365EL,

You can try the following workflow (advance setting -> progress -> new workflow):

1.

2.Add step -> add a check condition

edit condition

3.then under the condition, select "select this row and click Add step"-> add stage -> update record

4.Update Email 'SLA Lookup'<select your SLA>

Enable the SLA for Email:

entity -> email

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D365EL 306 on at

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Hi Haig Liu ,

Thank you for the information. Yes, we know how to trigger the SLA on the email when the incoming email is received. However, how would the SLA understand to measure the time of the response, which is the outgoing email. How would the SLA understand the outgoing email is related to the original incoming email. That's the part we are trying to figure out.

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