Filter SLA KPIs: Choose the SLA KPIs to be shown on the form.The following configuration options are available: There are a few configuration options to provide the optimal experience to the agents, and admins can use the classic form designer to configure the SLA timer control. The timestamp of last refresh is also updated.Ĭonfiguration options give admins more control over SLA timersĪdministrators enable the timer control on their entity forms depending on business needs.
OFFICE 365 SUPPORT SLA MANUAL
For example, the status can show hold/paused, succeeded, failed/expired, nearing noncompliance, in-progress, or canceled. Distinct icons for each status: Distinct and clear icons indicate each possible status so that agents can immediately understand the state of their SLAs.Multiple SLA KPIs: The timer control shows all the SLA KPIs applicable to that case or entity.Near-real time ticking timer: For each SLA, the timer shows the time in days, hours, minutes, or seconds, depending on the remaining time.These key capabilities of the new timer improve agent experience: Here’s an example of an SLA timer control that shows all the SLAs with their time remaining, status, and timestamp of the last update: The timer shows the remaining time with a ticking timer, displays the latest status, and offers a refresh option so that agents can be sure they are seeing the latest status. The SLA timer can be added to SLA-enabled entity forms, and the timer then tracks all SLAs associated with that entity. The timer is optimized to display SLA metrics, and it supports the display of multiple SLA metrics at the same time. The new timer addresses key feedback that we received from our customers. Dynamics 365 Customer Service 2021 release wave 1 includes a new, intuitive timer control that displays service-level agreement (SLA) milestones for service cases or any SLA-enabled entity.
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