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I want to put my SLA on hold for customer service calendar and holidays.

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Posted on by JayadeepuDadi

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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.

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Haig Liu Microsoft Employee on at

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Hi Jayadeepu,

I think the following is what you are looking for:

https://learn.microsoft.com/en-us/dynamics365/customer-service/set-up-holiday-schedule?tabs=customerserviceadmincenter

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.

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