- [Instructor] A Service Level Agreement
or SLA
is an agreement between an organization
that provides service,
and their customer who receives their service.
SLAs defined a level of service
that was agreed on between the service provider,
and the customer.
In Dynamics 365 Customer Service,
SLA are related to cases.
Since organizations deal with different levels
of customers,
they might have the need for multiple SLAs
with different levels of service defined.
For example,
a gold customer might have an SLA
that promises to resolve cases
within a maximum of four hours
while silver customers
could have a different agreement
where the maximum time to resolution
is eight hours.
SLAs in Dynamics 365 Customer Service
keep track of these times,
and customer service managers
can configure actions
for when an SLA is not met
or when it's getting close to failing.
Let's take a look at how this works
in Dynamics 365 Customer Service.
In order to access SLAs,
we'll have to navigate
to the service management area.
If you scroll down,
you'll notice service level agreements
below the service terms section.
Now in this environment,
I only have one SLA that's been configured.
Let's take a look.
You can see here
I would need to enter the name of the SLA,
and I would need to select the primary entity
that this SLA can be associated with.
Since I only have cases enabled
in this environment,
that is the only primary entity
I'm going to be able to select.
You'll also notice
that the primary entity field is now locked,
which means once you pick your primary entity,
and save your SLA,
you cannot change this afterwards.
I would also recommend an entering a description
that shows everybody what this SLA
should be used for.
On the right-hand side of the screen,
you will see SLA items.
SLA items define when the SLA is applicable,
its success criteria and how much time is allowed
to pass before an SLA
is considered non-compliant.
Let's take a look at the default
resolved by SLA item.
In the general section,
you can see the name of the SLA item,
the KPI, which represents the field
that's going to be used to calculate
how much time is left,
and then we also see business hours.
Business hours represent the customer's service
department's working hours.
If this field is populated,
these times will be included
in the time calculation.
For example, if the business hours are set
from 8:00 AM to 5:00 PM,
and a case is created at 4:00 PM,
the system will understand
that there is only one hour left
in the workday.
4:00 PM to 5:00 PM.
So the SLA failure time
will be set to three hours
from the business hours start time,
which is 11:00 AM on the next day.
On the right-hand side of the screen,
we can see when this SLA item is applicable.
For this SLA item,
if the service level field
on the case form does not contain data,
that's when this particular SLA item
will be associated to the case.
We also see the success conditions
for this SLA item.
If a case is marked resolved
or canceled before the failure time is met,
the item will be marked as succeeded.
If we scroll down,
we can also see our warn and fail durations.
These represent the amount of time
a customer service rep has
before an SLA item is considered
either non-compliance,
which is the failure time
or nearing non-compliance,
and this is the warning time.
As I explained earlier,
these times are calculated
from the date and time field
that has been defined in the SLA KPI,
which this case was the created on field.
Lastly, actions can be configured
that will define what will happen
when the failure time
or warning time is met.
For example,
if the warning time is met,
we can have the system send an email
to the customer service rep
letting them know there's not much time left
on the SLA.
If the failure time is met,
we could have different logic,
like emailing a manager
or sending an automated email to the client.
Now, let's take a look at
the Resolve by Gold SLA item.
You can see here
the only thing that's really different here
is when this SLA item is applicable.
We can see when the service level
on the case equals gold,
this SLA item will be applicable.
By default,
cases are the only records configured to be used
with service level agreements in Dynamics 365.
However, system administrators can enable SLAs
for other records as well.
Examples of where organizations might use SLAs
for other records in Dynamics 365
are leads,
where we can track how long it takes
for a lead to get qualified,
and even work orders
where we can track if a technician arrives
to the customer side at the agreed time.