It’s All Relative: How to Relate an SLA Directly to a Case in CRM 2016

SLAs (Service Level Agreements) were introduced in Microsoft Dynamics 2013 SP1 (6.1). This robust feature lets you manage response and resolution commitments for your customers. CRM 2015 enhanced SLAs even further by providing the functionality to pause a case based on its status, and for recently released Dynamics CRM, you can now relate an SLA directly to a case. In today's blog we will show you how to do this, so let's get started!

Enhancements in CRM 2015 also included the ability to create new SLA KPIs in addition to "Respond By" and "Resolve By." Scenarios might include a second response or determine how quickly a case is picked from a queue. Through all this, however, we were required to use Entitlements in order to create the relationship of a Case to its SLA. Entitlements provide significant functionality similar to legacy service contracts and, although robust, perhaps not always necessary.

In CRM 2016, we now have a direct relationship between Cases and SLAs. This allows for applying an SLA directly to a case via the new out-of-the-box relationship:


Now we can dynamically change the SLA based on metadata, related records, or changes to the case itself.

For example, if the case was escalated, we could change the SLA workflow, the Case creation details, routing rules, or business rules! The SLA could also be manually updated by a customer care user or manager.

Simply create a workflow to respond to the case change and update the SLA.


Note: An additional step may be required to update the related SLA KPI records.


With this enhancement, we are able to more efficiently handle changes in SLA requirements.

Check out some other new CRM 2016 features and remember to subscribe to the blog to receive daily updates about the world of CRM!

Happy CRM'ing!

Timer Tuesday: Managing Long Duration SLA KPI Instances

The Service Level Agreement functionality in Dynamics CRM offers many options for managing the initial response and resolution for cases out-of-the-box. One particularly useful option is that you can configure the timer that counts down how long you have to respond and resolve the case with font changes that indicate whether or not you are nearing the deadline or have surpassed it.

This is incredibly helpful for users because they can prioritize which cases to work on and when. However, there is one problem that arises when you configure the SLA KPI Instance Failure and Warning times. In today's blog, we will show you the steps needed to correct this problem.

Let's say you have a business process that necessitates a one business week turn-around time for the initial response, and a two business week turn-around time for cases to be resolved.

Out-of-the-box, this would appear as though the functionality would not be manageable. When selecting the duration of the SLA KPI Instance, three days is the longest option that is available in the drop down menu.

What may not be so apparent, is while the drop down option set does provide a list of values that can be used, this field is also a free form, so additional values can be entered as well. Simply type them into the field to be able to manage longer durations.

After completing your changes to the SLA KPI Instance, make sure you Save, Activate, and set the SLA as the default. From here on out, you can enjoy the benefits of longer durations for your SLAs!

That's all for our blog today! If you would like more information about Service Level Agreements, check out our CRM Book! The CRM Book is a comprehensive online guide to working with Microsoft Dynamics CRM. It's intended to help users of different backgrounds and experience levels understand core concepts, make good choices, and know where to go for more information on a given topic. You can just consider it your ultimate CRM resource!

Happy CRM'ing!

See the KPIs that Dynamics 365 is Generating for Moneris

Moneris has 600 users on Microsoft Dynamics 365, managing the customer experience from onboarding and post-sale, to call center and field service interactions. Beyond the customer-facing roles, which make up about half of their end users, Moneris also uses Dynamics 365 for some of their back-office and risk management teams. This ensures that all customer information is tracked and managed in one system. We sat down with Allan Measor, Vice President, Business Transformation and Customer Enablement at Moneris to hear about their experience.

Moneris overview:

Why did you choose to start using Dynamics 365 for all new support inquiries immediately following the implementation?

"For a short time, we ran our old ticket system as a reference tool alongside Dynamics 365. We analyzed our old ticket data, and over 80% of our inquiries were one and done, with 90% solved in a week or less. Because of this, we chose not to import our old tickets. In terms of data migration into Dynamics 365, we imported standard items like customer company data, name, address, account numbers, email address, phone numbers, all key payment device data, and work order information. We also authored over 1,900 knowledge articles into Dynamics 365 for reference."

Why did you choose to be on the Cloud?

"Our legacy systems tended to take longer in terms of features and updates, so the idea that Cloud solutions get features firsts, thereby empowering our organization to be more current, was appealing to us. We also could avoid costly infrastructure investments and gain reliability and redundancy when on the cloud."

Why did you choose Dynamics 365 for your CRM platform?

"Since we were already using Office 365, our team members were able to easily adjust to the Dynamics 365 and our customers now receive a seamless experience because of our investment in the Microsoft stack. The value of Microsoft's Canadian data center, the feature richness of Dynamics 365, and the ease of integration into our existing technology footprint were key deciding factors for us."

Why did you choose PowerObjects as your partner?

"PowerObjects came highly recommended from multiple individuals at Microsoft. We also had several vendor meetings with them, and ultimately liked their collaborative approach. We looked at other big consulting firms but liked the agile and flexible approach that PowerObjects offers, along with their deep Dynamics experience, so we went ahead with PowerObjects and haven't regretted it once. We also liked that PowerObjects has an office and local staff right here in Toronto."

What are some of the KPIs that you've seen since implementing Dynamics 365?

"We've seen a 4% reduction in average handle times (AHT) and a 5% increase in first call resolution (FCR) on top of our already high FCR which was around 80%. We've also seen improvements in our onboarding processes for new team members since there are more standardized processes in place, resulting in a decrease in onboarding time and an increase in employee performance. Additionally, we're experiencing better Interactive Voice Response to Dynamics integration, improving screen pop accuracy for Customer Service Representatives."

To learn more and read the full case study, click here.

Happy Dynamics 365'ing!