Article

Using Microsoft Dynamics CRM's SLAs and Enhancements to Drive Service Excellence in CRM 2015

by Dave Carr
Senior CRM Consultant, Trovare Business Solutions,

The Spring 2014 release of Microsoft Dynamics CRM (code named Leo) added SLAs and Entitlements to the revamped Service Module, giving support representatives the ability to track and define the level of service a customer has purchased. The criteria for what constitutes "success" are defined using an Advanced Find-like form, and you can have multiple SLAs, either by product or customer type or location.

The most visible result of this technology is that you can add a "timer control" to the Case form. This timer will countdown the time remaining until the next SLA target (first response or resolution). So if the call has a 4 hour commitment, it will count down, second by second, from 3:59 on down. When the success criteria are met, the timer stops. If not met by 0:00, the timer control then turns red and counts up to show by how much time this SLA was missed.

Unfortunately, the timer control is only available on the CRM form, and there doesn't appear to be anyway to use that information in views (as it sure would be nice to sort by ‘least time left on the clock'.)

In the 2015 release, CRM augmented the SLA feature once again, adding the ability to pause and resume the timer. Previously, once the timer started, it could not be paused. Now, you can select one or more status values, so that, when one of them is selected, the timer will pause. This has a range of uses, from not counting time that a case is in your client's hands (asking for more info, e.g.), to not counting time spent by other departments (place the case on hold when ‘engineering is researching' a problem, so that the SLA timer could only reflect support staff work.

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CRM 2013 CRM 2015 Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Leo
About Dave Carr

David Carr has been developing visionary software solutions since 1978, spending the last 18 years implementing customized CRM solutions for his clients. Dave joined Trovare Business Solutions following a successful ten year run as the President and Founder of an Oregon-based Microsoft Dynamics CRM VAR and ISV consulting company, and a 2-year stint at a national VAR.

He specializes in translating client's unique requirements into easy to use CRM solutions with a low long-term cost of ownership. Dave "thinks CRM", quickly translating your requirements into CRM custom entities, fields, workflow and dialog processes.  He utilizes lookups and custom entities to make maintenance under user control, not hidden away in code.

Dave has decades of CRM experience in a wide variety of industries including:

  • Health Care.  Implementations in the Contracting Department for one major Northwest carrier; Provider Contracting for another Northwest carrier; a field sales automation project for a medical device manufacturing firm in Washington; a sales and service implementation for a global medical software company.
  • Financial Services.  Dave has worked with multiple RIA (Registered Investment Advisory) firms, as well as an RIA clearinghouse servicing over 60 RIA's.
  • Manufacturing.  Implemented across sales and service departments for a major interactive display manufacturer.
  • Customer Service.  Dave implemented CRM for a professional sports team; a CPA firm; and an online store.
  • High Tech.  Dave implemented CRM for a sophisticated simulation technology company; a fabrication software firm; a timber technologies firm; a leader in network security; a telecom provider; a manufacturer of exercise equipment; and a manufacturer of RFID tags.

If you'd like to discover your companies Dynamics CRM ...

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