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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:
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.