From the course: Learning Microsoft Dynamics for Customer Service
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Service level agreement administration - Dynamics Tutorial
From the course: Learning Microsoft Dynamics for Customer Service
Service level agreement administration
- [Instructor] A Service Level Agreement or SLA is an agreement between an organization that provides service, and their customer who receives their service. SLAs defined a level of service that was agreed on between the service provider, and the customer. In Dynamics 365 Customer Service, SLA are related to cases. Since organizations deal with different levels of customers, they might have the need for multiple SLAs with different levels of service defined. For example, a gold customer might have an SLA that promises to resolve cases within a maximum of four hours while silver customers could have a different agreement where the maximum time to resolution is eight hours. SLAs in Dynamics 365 Customer Service keep track of these times, and customer service managers can configure actions for when an SLA is not met or when it's getting close to failing. Let's take a look at how this works in Dynamics…
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