SLA KPIs help you get timely warnings about any issues your customer support team might be having. You can include detailed items to define metrics or key performance indicators (KPIs) to attain that service level. More information: Manage service configuration settings Reminders
You can define the set of conditions based on which KPIs are applied to a case, or the set of actions to take as a warning or in case of an SLA breach. More information: Enable recalculation of SLAs on reaching terminal status You can also enable recalculation of SLAs, providing agents with sufficient time to work on their services.You can create SLA KPIs with target times by setting up customer holiday schedules or customer service schedules to calculate business hours to be considered during time calculation.More information: Add a timer control for SLA-enabled entities This helps agents monitor their service level performance and meet their service level goals. You can customize the views to filter the KPIs and display only the relevant KPIs to agents. After you've configured the SLA KPIs, SLAs, and SLA items for an entity, you can add the SLA Timer control to display the SLA KPIs that are configured for the entity.More information: Set a default SLA Benefits of service-level agreements Tracking More information: Enable entities for service level agreementsĪlternatively, you can set up a default SLA for the organization.
You can also enable SLAs for entities other than case. More information: Create entitlements to define support terms You can only associate SLAs that are created for the Case entity with entitlements. You can associate an SLA with an entitlement, so that when an entitlement is added to a case, the associated SLA is also applied. Providing support based on service levels ensures that you're delivering measured and predictable service. You can define the level of service or support that your organization agrees to offer to a customer by using SLAs in Dynamics 365 Customer Service. What SLAs include are policy details such as how quickly a customer is entitled to receive support, how many support requests a customer can make, and how long after purchases a customer can be supported as part of the agreement. Businesses use SLAs to govern support products that customers either receive as part of their purchase or add on to their purchase. Service-level agreements (SLAs) enable businesses to track support policies and ensure customers are being supported per the support policy to which they are entitled.
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