Embed Size (px)
Citation preview
CRM 2015
Enhanced SLA’s
CRM UNIVERSITY
CRM UNIVERSITY
YOUR PRESENTER
Tad ThompsonDynamics CRM MCTSr. Technical Advancement Developer
@TadMT
CRM UNIVERSITY
CRM UNIVERSITYNEW CERTIFICATE PROGRAMS
CRM Administrator• CRM Boot Camp• Becoming a Business Intelligence Wizard• Advanced Processes
CRM Trainer• CRM Boot Camp• User Adoption Workshop• Training Effectively
CRM Developer• CRM Boot Camp or Key User Training• Developer Fast Track
9 days
9 days
8 days
CRM UNIVERSITY
CRM UNIVERSITYUPCOMING CRM 2015 TRAINING
Visit powerobjects.com/events to register
Upgrade (3 Days)
• February (Minneapolis)•March (Dallas)•April ( Minneapolis)•May (Minneapolis)• June (Dallas)
Boot Camp (5 Days)
• January (Minneapolis)• January (Dallas)• February (Toronto)• February (Atlanta)•March (Minneapolis)•March (Dallas)•April (Toronto)•April (Atlanta)•May (Minneapolis)•May (Dallas)• June (Toronto)
BI Wizard (2 Days)
• February (Dallas)•March (Minneapolis)•April (Minneapolis)• June (Minneapolis)
Adv Processes (2 Days)
• February (Dallas)•March (Minneapolis)•April (Minneapolis)• June (Minneapolis)
Developer (3 Days)
• February (Minneapolis)•April (Dallas)•May (Minneapolis)
CRM UNIVERSITY
SLA: SCENARIO CRM 2013 SP1)Conditions First Response
WithinCase Resolution Within
Customer Type Case Priority
Premium/Corporate High 1 business hour 1 business day
Premium/Corporate Not High 4 business hours 2 business days
Standard - 1 business day 5 business days
Case Created
First Response By Case Resolved By
• Send Email to CSR/CSM;
• Update Case – Set SLA met to No
• Send Email to CSR/CSM;
• Update Case – Set SLA met to No
• Send warning email to case owner
• Send warning email to case owner
CRM UNIVERSITY
CRM 2015 – INTRODUCING ENHANCED SLA
Pause the SLA timer
New KPI Instance Entity
Quick view forms to show timer and KPI data
CRM UNIVERSITY
SLA PAUSE RESUME
Pause SLA timer automatically when case is set to a specific status such as ‘on hold’
• Standard• Introduced with CRM 2013 SP1• Does not support Pause-Resume• Cannot be converted to Enhanced SLA• KPI’s and compliance status’ stamped on Case record
• Enhanced• SLA Time calculation will get paused when a case is paused• Paused case statuses can be configured by org admin (system settings)• On hold time will be tracked for case records (based on associated business hours)• SLA statuses & times will be tracked in a separate entity & will be stamped
automatically in async• Pausing can be turned off at SLA level
• (no pausing if failure/warning times are 0)
CRM UNIVERSITY
SLA TYPES
While configuring SLA KPIs, related case fields (date-time) are specified
Failure time stamped on case entity attributes (First Response By, Resolve By); statuses not stamped OOB
Timer Control based on case entity fields
Failure times, timer control added directly to case form
While configuring SLA KPIs, related case fields (lookup to SLA KPI Instance entity) are specified
Failure/warning times stamped on related SLA KPI Instance record; statuses stamped automatically
Timer Control will be based on related SLA KPI Instance fields
Quick view form is used to show failure times, timer control on the case form
CRM UNIVERSITY
Standard
While configuring SLA KPIs, related case fields (date-time) are specified
Enhanced
While configuring SLA KPIs, related case fields (lookup to SLA KPI Instance entity) are specified
SLA TYPES: DIFFERENCES
CRM UNIVERSITY
Standard
Failure time stamped on case entity attributes (First Response By, Resolve By)
Can be directly added to case form
Enhanced
Failure/warning times stamped on related SLA KPI Instance record
Can be added using quick form
SLA TYPES: DIFFERENCES
CRM UNIVERSITY
Standard
Timer Control based on case entity fields
Can be directly added to case form
Enhanced
Timer Control will be based on related SLA KPI Instance fields
Can be added using quick form
SLA TYPES: DIFFERENCES
CRM UNIVERSITY
ENHANCED SLA DETAILS
CRM UNIVERSITY
JUST SHOW ME!!
CRM UNIVERSITY
MORE RESOURCES
CRM UNIVERSITY
ADDITIONAL RESOURCES
• Download the CRM 2015 Upgrade Checklist at PowerObjects.com• CRMBook.PowerObjects.com• CRMHowTo.PowerObjects.com
PowerObjects
• CRMcustomercenter.com• Convergence – March 16-19, 2015• YouTube
Microsoft
CRM UNIVERSITY
UPCOMING CRM 2015 WEBINARS
Updates to Business Process Flows in CRM 2015 - Thursday, January 8th
Working with Portable Business Logic in CRM 2015 Tuesday, January 13th
Introduction Relationship Charts in CRM 2015 Wednesday, January 21st
ALL WEBINARS ARE RECORDED AND AVAILABLE ONLINE AT POWEROBJECTS.COM
CRM UNIVERSITY
THANK YOU!
Tad ThompsonDynamics CRM MCTSr. Technical Advancement Developer
