![]() ![]() SLAKPI: Create permission at the business unit level, delete permission at the parent-child level, and other permissions at the organization level.Connector: All permissions at the business unit level.Additionally, make sure that the following permissions have been granted in Security > Security Roles > Custom Entities: The System Administrator, System Customizer, or Customer Service Manager role is assigned to you. Review the following requirements before configuring SLAs for your organization: To configure SLAs in Customer Service Hub: The following illustration depicts how you can define an overall resolution time, and also specify SLA KPIs at different start points. In a case lifecycle, multiple SLA KPIs can be triggered at different start points.The pause settings at SLA KPI level or SLA item level give you added flexibility to define pause conditions at a more granular level. Define work hours, and pause and resume SLAs at the SLA KPI level and SLA item level, which help track SLA items for different work hours based on priority and criteria.Use out-of-the-box actions in Microsoft Power Automate.With service-level agreements (SLAs) configured in Customer Service Hub, you can: ![]() ![]() If you’d like to try Dynamics 365 Customer Service for free, you can sign up for a 30-day trial. ![]()
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