Customer voice SLA

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Posted on by Tushar Jadhav

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For Automatic record creation and update rule have to setup SLA for below condition

1.When case get Created after 6 hours warning email to the case owner/agent should get sent

2.after 24 hours escalation mail to get sent to the management team.

Please let me know what should I use within Applicable when, success condition, what should come under KPI like Resolved by or anything else as it is for the cases which will be in progress, and other things too, that will help me a lot, thanks in advance!

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Martin Dráb 231,983 Most Valuable Professional on at

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Customer voice SLA

I changed the from "Hi community need help in Customer voice SLA please help me for this." to "Customer voice SLA". The title needs to be short and descriptive; chat belongs to the thread body.
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Leah Ju Microsoft Employee on at

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Hi community need help in Customer voice SLA please help me for this.

Hi Partner,

Please refer to my demonstration steps below:

1)Creating one SLA KPI

--Select case entity and select 'Resolve By KPI' kpi field.

--Applicable From: specifies the date and time from which the SLA items will be calculated. For example, if you select the Created On field, calculations will start from the time the record was created.

--Save and active.

2)Create one SLA:

--Select 'Case' as primary entity.

3)New one SLA Item:

--Select kpi you just created.

--Applicable when: This SLA is applied when the case type is 'problem' (skipping this step will apply all cases)

--Success conditions: SLA will be success after the case is resolved.

4) In SLA item, set warning and failure time:

5)Then configure actions in power automate:

--Add 'Get a row by ID' to get related case record,

--Expand Switch action:

Is Nearing Non-Compliance: Will run when the warning time is reached for the SLA.

Is Non-compliant: Will run when the SLA fails.

Under these two actions, you need add action to send email.

More information: https://learn.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements?tabs=customerserviceadmincenter#configure-actions-for-the-sla-item

--Choose action > Perform an unbound action > msdyn_SendEmailFromTemplate.

--Some of the values you can just use GUID static values, but for the recipient you need to use the case owner you got from step 2

Note:

--You need create two email template and get guid to use them in the action above.

Like this:

The above is just a demonstration, if you have other specific needs at a certain step, you can copy the changes or reply to me and I can help you!

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah
Leah Ju Microsoft Employee on at

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Hi community need help in Customer voice SLA please help me for this.

Hi partner,
1.In the Applicable When section, define the conditions for when the SLA can be applied for the entity.
--What kind of cases need to trigger sla, you can set up specific conditions (without setting up the default all newly created cases will be applied).
2.KPI field

Your description is missing some necessary conditions, for example:
1).under what circumstances was the email sent 6 hours after the case was created? No one responded or the case was not resolved?
2) the same escalation email 24 hours later, was it sent with no one responding or the case not being resolved? Or something else?
Different scenarios require the use of different KPI fields.
https://learn.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements?tabs=customerserviceadmincenter

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah