…/service-level-agreements Now that we have established a service schedule, we can determine the level of response we expect. Our KPIs can be based on two metrics: First Response Time and Resolution Time. Essentially, we need to determine what success or failure is for each of these measures and what action should be taken when a KPI is about to fail or has not been met. Let`s see a scenario in which high priority cases must be resolved within one business day and normal and low priority cases within 3 business days. Service Level Agreement (SLA) is one of many features of Microsoft Dynamics 365 that can be used to manage services for customers. It is a service service contract between a company and its customer. Suppose the XYZ helpdesk must create a new service level agreement for a customer (Frosty Ltd.) to respond to and resolve high-priority requests within the allotted time. Work schedules. Select a record of the after-sales service plan that defines the opening hours of your support organization. This is useful for sLA follow-up calculations. If a work time record (after-sales service plan) is not selected, the working time is considered a full day.

You can have multiple SLA-KPIs within an ALS. The start time for different SLA-KPIs within an ALS is set at the ALA level and cannot be different in all SLA-KPIs. The start time is determined by the applicable field value of. Define the level of service or support your organization provides to a customer using Service Level Agreements (SLAs) in Dynamics 365 customer service. You can include detailed elements to set key performance indicators (KPIs) to achieve this level of service. With the help of KPIs, you`ll receive timely alerts about problems your customer support team may have. The above ALS is configured for customer service staff to receive a warning if an initial response is not sent within 30 minutes of Case`s creation, and an error if the query is not resolved within the hour. This only applies to high-priority cases, as shown in the screenshot below. To create workflows for ALS to be applied automatically, contact your after-sales service managers, administrators or assistants. More information: Creating and editing workflow processes Provide first-class customer support depends largely on excellence. Service level agreements give your support team and customers clear expectations, clarify what customers can expect, and give your support team goals you can work toward. On the one hand, SLAs are the first step towards creating key performance indicators (KPIs) and monitoring performance on these KPIs.

Of course, your support staff simply see KPIs as a stopwatch in registration forms indicating the time remaining until (or time since) is the time required (or allocated) to resolve a request for assistance.