I've been reviewing the new SLA capabilities in CRM 2015, but I've got to go through CRM 2013 first because we are still on 2011, which was upgraded from 4.0.
I had to build an entirely custom SLA system (although we call it TRT for 'Target Response Time') because this was not available in 4.0/2011.
This new 2013/2015 system looks cool, and I like the idea of a timer control on the case to show the time left before the timer expires.
One of the main things I see in the new one is the 'pause' feature, which can come in handy. Because we offer 24/7 support for several of our products, but after hours the support is done by a support analyst on-call, we have to manually calculate the the target for new cases that come in after 8pm ET, or on a weekend.
Example: Priority 3 case comes in at 9:00PM on a Wednesday night. Target Response/SLA is 4 hours, but because it's after hours we don't set the target for 1:00am, we set it to 12 noon the next day because we open support at 8am the next day.
Wondering if CRM SLA system can work with this? Guess I will find out as I research this new feature.
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