SLAs in the Unified Interface

Тәжірибелік нұсқаулар және стиль

Some people might not have noticed that SLA’s (service level agreements) didn’t just move from the legacy interface to the unified interface. There were also a few updates to SLA’s and the way we can configure them in Dynamics 365 Customer Service has slightly changed. I'll explain in this video the entities that are involved and how to configure SLA's and their actions using Power Automate.
Timestamps:
Introduction - 0:00
What are SLA's? - 0:48
Setup SLA KPI - 5:17
Create SLA - 7:12
Create SLA Item - 8:03
Configure Actions using Power Automate - 12:06
Test Scenario 1 (SLA did not activate) - 19:47
System Settings - 21:17
Test Scenario 2 (SLA Activated - Time calculations during business hours) - 23:30
Customer Service Schedule - 27:29
Test Scenario 3 (SLA Activated - Time calculations outside business hours) - 28:38
Related Blog: D365Goddess.com
Twitter: / d365goddess
LinkedIn: / diantaylor
Music: www.bensound.com

Пікірлер: 18

  • @aarushprasad3564
    @aarushprasad35643 жыл бұрын

    Thank you! This video is crystal clear to learn how to create sla's, Kpi's and actions.

  • @D365Goddess

    @D365Goddess

    3 жыл бұрын

    Glad it was helpful!

  • @vishaltayade6375
    @vishaltayade63753 жыл бұрын

    Excellent Explanation, thank you very much

  • @jaiprakashmahtani68
    @jaiprakashmahtani683 жыл бұрын

    Awesome, appreciate your support

  • @abdulmoiz4348
    @abdulmoiz43483 жыл бұрын

    Thanks, that helps me a lot.

  • @D365Goddess

    @D365Goddess

    3 жыл бұрын

    Glad to hear it!

  • @Alec-yf5cg
    @Alec-yf5cg5 ай бұрын

    Hi Dian, very great video on SLA. When you set your Follow up by date in the case and then hit save, I noticed that the "First Response By" sets itself. Is this standard? It seems that I either configured something wrong or it just doesn't work the way I expected. Best Regards

  • @D365Goddess

    @D365Goddess

    5 ай бұрын

    That is actually something I added myself :)

  • @prachijain2367
    @prachijain23672 ай бұрын

    Thanks for this video! I have a query that if we have multiple sla items then how we'll create a single flow that will trigger a mail whenever sla is near non compliance for all sla items irrespective of the priority. As it would be a tedious task to create a flow through configure actions for each an every sla item.

  • @andersgustavsson213
    @andersgustavsson2132 жыл бұрын

    Hi Dian - great video as per usual :-) I have a question about the First Response SLA Status setting at 14:23. Is this something you had to create or does it automatically come with Cases? I have setup Accounts for SLA's and followed the steps in this video, but I don't get that Status Option list in the Power Automate flow. Could it be that the flow is using Dataverse and not CDS?

  • @singhharjitgill
    @singhharjitgill3 жыл бұрын

    Very informative video. FEEDBACK: the back ground music is distracting, makes it challenging to concentrate.

  • @D365Goddess

    @D365Goddess

    3 жыл бұрын

    Glad you enjoyed the content. You will most likely enjoy the newer videos which don’t have any background music.

  • @citrapandapotangultom6223
    @citrapandapotangultom62233 жыл бұрын

    Hi Good Morning, for the case SLA First Response BY KPI, can SLA KPI successful if When Work Order Generated, So automatically SLA KPI successful when Work Order Generated?

  • @matheustrezza5080
    @matheustrezza50803 жыл бұрын

    Thanks a lot! You're truly a goddess !lol

  • @D365Goddess

    @D365Goddess

    3 жыл бұрын

    You're welcome! 😊

  • @Cannelurl
    @Cannelurl3 жыл бұрын

    You need to re do your audio, your abit to close to your mic and it makes it hard to listen to. Info is great but unfortunately audio quality does make it hard to listen to.

  • @D365Goddess

    @D365Goddess

    3 жыл бұрын

    I don’t have any issues with the audio. Not on my mobile device nor on my pc so I think it’s on your end.

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