Dynamics 365 Customer Engagement
SLA – Recalculate on reactivation of cases
I have blogged a few times about capabilities around service level agreements (SLAs) within Dynamics 365 Customer Service! This time I plan to cover…
Tag: SLA
Dynamics 365 Customer Engagement
Configure custom status on SLA Timer
This article is about another feature that is part of Dynamics 365 2022 Release Wave 1. Let me first explain what this feature is…
Dynamics 365 Customer Engagement
Dynamics 365 Customer Service – Three Stage SLA
Out of the box it is pretty easy to create a two stage SLA with Dynamics 365. This is great as often we have…
Dynamics 365 Customer Engagement
Assign SLA based on Case creation time
A few weeks ago I received a question from someone who asked me if it was possible to assign an SLA to a case…
Dynamics 365 Customer Engagement
Pause and resume enhancements in SLA in Dynamics 365 – 2020 Release Wave 2
The way we currently configure Pause and Resume for an SLA is by setting the Allow Pause and Resume field to Allow. And within…