Service Level Agreement for Sales Entities in Dynamics 365

In this blog Post, We will check how to configure service Level Agreement for Sales entities. in default Microsoft provide the standard SLA for Case entity but allow to enhanced Service Level agreement to other entities and custom entities and activities also.

In previous releases, you could create SLAs only for case records. With CRM Online 2016 Update 1 and CRM 2016 SP1, you can now create enhanced SLAs for entities that are enabled for SLA. A system administrator or customizer can enable SLAs for the following entities:

• Account
• Contact
• Order
• Invoice
• Quote
• Opportunity
• Lead
• All activity entities like email, phone, and appointment except recurring appointment and its instance.

Before configuration, please make sure you have system system administrator and system customizer role.

For SLA activation, you have to enable entity for configuration because by default Case entity is enabled for Service Level Agreement and if you want to configure for other entities then you have to enable for other entities  including systems and custom entities.

>Go to Default customization solution.

>Go to entities and lick the lead entity.

After enabled for SLA click. Save and publish lead entity. SLA enabled for Lead entity.

Note: Once set the  “Enable for SLA” option you can’t change it!

Before we start configuration, we need to create SLA KPI instance with for lead. In default system have to relationship with cases as “Resolve by” and “Response by”. We are creating new relationship with lead as our requirement. Right now I am create one relationship with the “ContactedIn”. You can create many as per your need.

>Go to Default customization solution.

>Go to entities and lick the KPI Instance entity.

>Go to the I-N Relationship. And create a new relationship with lead entity as below in screen and publish the lead entity.

I have created one but if you want to create more than you can as per your business requirement.

Now lead entity ready for SLA configuration.

>Go to setting and click Service Management.

If you have configured you calendar schedule then directly go to the service level agreement link. If not then please schedule the default calendar for your business hours settings.

For Calendar schedule, click the Customer Service Schedule and create new calendar schedule with name “Default Business Hours”.

After creating Customer service schedule. Schedule screen will open. Where configure the working hours, working days and holiday required.

Business hours is scheduled then you have to create Service Level Agreement. Create new SLA record with name “Lead SLA” and select entity type lead from drop down.

When SLA create then SLA screen opened. Please select the Business hours you want to use for lead SLA. I am using that one “Default Business Hours” created above in documents.

SLA Detail Item:

When SLA for lead is created. Now it’s time to setup the SLA details for lead entity. Like when applicable and fail then what happened etc. create SLA detail record from SLA detail section. I am create a detail record for lead, CSR need to contact within first 8 hours. Otherwise, send warning and failure alerts.

In SLA KPI, Select the field we have created for SLA KPI. Enter the success criteria and create detail record.

Now you can define success action, failure and warning action.

1. For success send email alert against it when opportunity status is reached to success.
2. And send failure notification if lead not reached to Won after 8 hours.
3. And send warning notification if lead not contacted after the 2 hours of its creation

You can create notes if you want.

After creating Lead SLA KPI. Mark it activate and make it default. Now this SLA is activated for Lead entity.

NOTE: Setting the SLA as default didn’t seem to have any effect. I still needed to manually add an SLA to my lead when I created it. You might want to think about this. Maybe create a workflow that will default the SLA. Or maybe make the SLA field on the Lead form mandatory.

SLA KPI Stats:

Sla KPI stats on Lead form. We need to add SLA stats sub-grid and Timer on Lead form. Already quick for define for lead you can use those. If you want create your own.

Go to Customization. Open SLA KPI instance entity, create new quick view form for lead with name “Lead contactedIn”. And add timer control with status setup.

Now Go to Lead form and add a tab on the form for lead SLA KPI.

In that Tab, add SLA field, add Quick Form Viewer control and Lead SLA grid on form.

Quick From View Control Configuration:

SLA KPI Sub grid configuration:

Save that lead SLA KPI tab and Publish customization.

Now create new lead record. SLA will start working. You can view time and progress in Lead SLA Tab. by following the same steps you can configure the SLA for other systems and Custon entities entities.

Enjoy!