Spring '14 Wave Update: How to Create Holiday Scheduling in Dynamics CRM
For those out there wondering how to ensure that your Service Level Agreement (SLA) is not affected by a holiday that your organization recognizes, Spring '14 Wave has an update for you! There is a new feature called Holiday Schedule that will be available to those who have installed the new updates to Dynamics CRM 2013. When a holiday schedule is created and a holiday is specified, the SLA will recognize that and will only be in effect within the days your organization operates. If a situation arises and a customer tries to schedule a resource on a designated holiday, that SLA won't start until the end of that holiday. Holiday Schedule is a very simple, yet powerful tool. Below you'll find the steps to take to create a holiday schedule.
Creating a Holiday Schedule
First, log into your CRM. Then do the following:
Go to Settings > Service Management.
2. Under the Service Management page, click on Holiday Schedule under the Service Terms section.
3. From here, select "New" in the command bar to create a new holiday schedule.
4. A popup will show up, and you will need to give the Holiday Schedule a name – the description is optional. Once you're done typing in the information, click "Create."
5. Once it is created, it will bring you to a list view of all the Holiday Schedules. Select the one that has just been created.
6. Now from here, this is where you add in the dates of each holiday that your service organization recognizes. Click on New and a popup screen will show the details to populate such as the name of the holiday, the dates, and the duration. The duration of a holiday is a maximum of 3 days. If you're a lucky organization and recognizes a holiday that honors 3 days, then you are able to do that! Once you are satisfied with all the information, select OK.
(You can also see in the yellow message bar that it says that the SLA time calculation will not occur during the holiday that is specified)
7. If you want to add multiple holidays to the Holiday Schedule, simply repeat step 6. In certain circumstances, the holiday schedule does not need to be specifically just for holidays. If your organization attends a yearly conference for 2 days, which would entail that no resources would be available, you can utilize Holiday Scheduling for that.
That is all the steps you need to create a Holiday Schedule. If you are wondering how to incorporate this holiday schedule into a service schedule, it can be found in this blog. The blog will also go in depth on the creation of customer service schedules. Remember to check out our full Spring '14 Wave page for the latest in blogs and education.
Create a Customer Service Schedule for SLA's in Dynamics CRM
Are you an organization wondering how to ensure that Service Level Agreements are only impacted by business hours? Worry no longer inquisitive reader! There are a few simple steps in Microsoft Dynamics CRM that you can take to create a service schedule. But before you do this, you will need to create both a Holiday Schedule and a Customer Service Schedule. This blog will take you through the necessary instructions including:
- How to create a Customer Service Schedule
- How to specify working hours for each day of the week in the Customer Service Schedule
- How to add a Holiday Schedule to the Customer Service Schedule
Listed below is how to create a Customer Service Schedule:
1. Go to Settings à Service Management.
2. On this page, find "Customer Service Schedule" under the Service Terms section.
3. There will be a view of all of the Customer Service Calendars. To create a new one, go to the command bar and select "New".
4. A popup will show up. This is where you add the name of the Customer Service Schedule – the description field is optional. Once you are done filling in the information, select "Create".
5. Once you have selected that, another popup will show up. This is where the weekly schedule is can be customized to your organization's needs.
- Are the same each day – All there needs to be done for this feature is setting your organizations work hours, which is done by simply selecting the link "set work hours."
Set Work Hours – If you selected this link, another popup will show up. From here, you can set the start and end time to your organizations working hours. You also can set breaks throughout the day as well.
Vary by day – Does your organizations service schedule vary from day to day? If so, use this feature. Once it is selected, a drop down will populate to identify the hours of operation for each day of the week.
- 24/7 Support – Select this option if your organization operates 24 hours a day, 7 days a week.
If you selected "are the same each day" under the work hours section, you will be able to check which workdays your organization operates in the work days section.
If the 24/7 support button was selected in the work hours, these work days will be grayed out.
Observe – This is where you can choose which Holiday Schedule is associated with the Service Schedule. When this button is selected, a lookup field will show up below. Select the lookup icon and a list of all the active Holiday Schedules in your CRM will populate. From here, choose the appropriate Holiday Schedule to associate it with the given Service Schedule.
- Do not observe – If the service schedule does not observe any holidays, select this button.
- Specify which time zone your organization operates in
6. Once all of the weekly schedule information is completed, select "Save and Close"
Now you have successfully created a service schedule along with adding a holiday schedule. If your organization needs more than one service schedule, that can be done as well. Just simply repeat the steps from 3 – 6 to do so. If you have any further questions surrounding Dynamics CRM, head over to our blog or read our CRM Book for all things Dynamics related!