With the enhancements in Microsoft Dynamics CRM 2015, you can create superior Service Level Agreements (SLAs) to help you track Key Performance Indicators (KPIs), stay on schedule, measure performance and quality of your agents, and keep your clients happy. The following are the enhancements made to SLAs in Dynamics CRM 2015:
- If SLA goals are not met, you can set up specific actions to take. See how much time an agent has before he or she needs to get to a case, and whether or not agents resolved a case on time. You can create an SLA to escalate a high priority case if the agent does not resolve it within a certain amount of time.
- Automatic email reminders can be set up to be sent to agents to remind them about deadlines and other tasks that need to be completed.
- Define your teams service schedules so that SLAs are applied only during your business hours.
- Set up success actions which are taken when agents do meet the service KPIs on time. For example, you can send an automatic email when a high priority case is resolved on time.
- You can pause an advanced SLA when a case in on hold or when you are waiting for a response from a customer so that the KPIs are not measured when the agent cannot take any action.
- The options for case statuses are set in service configuration settings.
- After you activate the SLA, and set it as the default, it will apply it to all cases that are created in your organization.
- On the case form, the enhanced SLA tab shows you the information related to enhanced SLAs. Here is where you can see a countdown timer for how much time there is left to respond to the case. The timer can be paused and resumed automatically when the case is put on hold.
- For each service metric, you can see its status, the time when it should be completed, and the time when it was actually completed. This gives you more visibility into the service KPIs of a case, and also helps the agent take an action on time.
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