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Hi All,
i am new to the crm world.
i wanted to know how to create SLA for the case entity?
i want to ensure that the first response should be within 8 hours.
A step by step guide would be appreciated.
Thanks in Advance.
Hello RTG -
I posted an answer to a similar post earlier. Can you review the answer here and see it it fits.
There is a youtube link I followed where it walked me through on setting up SLAs.
Hello
See links to create SLA for case entity in D365.
docs.microsoft.com/.../define-service-level-agreements
Hi RTG:
You can refer the following steps:
1.Create one sla kpi:
2.Create an SLA.
3.Create the SLA item:
4.Active and Set as default:
Define service-level agreements in Dynamics 365 Customer Service | Microsoft Docs
5.Add an SLA timer to case form:
Timer control for SLA-enabled entities | Microsoft Docs
Open Case for interactive experience form to insert a sub-grid:
Save and publish it.
6.Result:
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