Thursday, January 15, 2015

Dynamics CRM Enhanced vs. Standard Service Level Agreements (SLA’s)

sla

The following list provides an overview about the main differences between Enhanced and Standard SLA’s.

Standard

  • Available since Spring 2014 Release
  • No Pause/Resume functionality
  • No Success Actions
  • Status needs to be changed manually using Warning/Error Actions (e.g. Noncompliant, Nearing Noncompliant)
  • Related fields are available in the case form directly (First Response By, Resolve By)
  • “On Hold Time (Minutes)”- and “Last On Hold”-Field is not maintained automatically

Enhanced

  • Available since Fall 2014 Release
  • Pause/Resume functionality
  • Success Actions
  • Status chances automatically (e.g. Noncompliant, Nearing Noncompliant)
  • Related fields are linked into the case form using additional entity “KPI Instance”, Quick View Forms and the Timer Control.
  • “On Hold Time (Minutes)”- and “Last On Hold”-Field in Case is used automatically

Related Links:

Cheers

No comments:

Post a Comment