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Multiple SLAs that may depend on Customers or Customer Contracts

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Posted on by Community Member Microsoft Employee

Hello and Good day,

I would just like to ask for an advice if it is possible in the customer service, when creating a case, an SLA will depend on the product or contract the customer has.

I understand that it is possible to create multiple SLAs.

Sample scenario below:

Customer A bought a Smartphone. The vendor/supplier of the Smartphone has their own SLA for their support.

Customer B bought a Laptop. This vendor has a different SLA.

When creating a case, and the customer is Customer A with the Smarphone tagged as the product related, the SLA is different from when a case is created for Customer B which owns a Laptop.

Is this possible? If yes, can you please help me out on this?

Thank you in advance!

Categories:

Entitlements / Service Level Agreements (SLA)

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Mihir@CRM 4,036 on at

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RE: Multiple SLAs that may depend on Customers or Customer Contracts

Hi,

You may want to set-up an SLA and create the 2 SLA details as shown below.

1. For Product = Smartphone select the KPI and set the Applicable When and Success criteria

2. For Product = Laptop select the KPI and set the Applicable When and Success criteria for Laptop product

Hope this helps.