Skip to main content

Notifications

Customer Service forum

Multiple SLAs that may depend on Customers or Customer Contracts

Posted on by 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!

  • Suggested answer
    Mihir@CRM Profile Picture
    Mihir@CRM 4,036 on at
    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.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Forum Structure Changes Coming on 11/8!

In our never-ending quest to help the Dynamics 365 Community members get answers faster …

Dynamics 365 Community Platform update – Oct 28

Welcome to the next edition of the Community Platform Update. This is a status …

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 290,802 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 229,129 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,154

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans