Hello,
I want to keep SLA on hold for the customer service schedules and holiday schedules.
For Ex - I have set the customer service schedule for 9am - 5pm from Monday to Friday. I have set a holiday for tomorrow and if a case is created today then the SLA timer should be on hold after 5 PM and tomorrow as well and it should restart the next working day at 9.
Thanks.
Hi Jayadeepu,
I think the following is what you are looking for:
https://learn.microsoft.com/en-us/dynamics365/customer-service/change-schedules
If you encounter any problems during the setup process, please describe them in detail.
André Arnaud de Cal...
291,969
Super User 2025 Season 1
Martin Dráb
230,842
Most Valuable Professional
nmaenpaa
101,156