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SLA Enhancements for Dynamics CRM 2015

Post Author: Joe D365 | September 25th, 2014

There are many great new features and some major changes that come with the Dynamics CRM 2015 release. A big enhancement to SLA has many Dynamics users very excited! While the standard SLA functionality is still available, here is a list of the enhancements that are being released:

While the standard SLA functionality is still available, here is a list of the enhancements that are being released:

SLA Pause Resume:

  • SLA Time calculation is automatically paused when a case is put on Hold.
  • The amount of time on hold is also tracked
  • The ability to pause can be disabled/enabled for each SLA

You'll notice in the screenshot below that the Failure Time and Warning Times are now stored on the related SLA/KPI entity (displayed in a sub-form) rather than the Case Record.

SLA Enhancements for Dynamics CRM 2015

Stay tuned for additional details on this exciting new functionality. You can also find additional information on the CRM 2015 release via our Dynamics CRM blog. You'll also find other 2015 topics such as "Dynamics CRM 2015 to Feature Improved Search Capabilities" or our very popular "Top 10 New Features in Dynamics CRM 2015." As always, if you need additional assistance please don't hesitate to reach out to PowerObjects!

Happy CRM'ing!

 


Joe CRM
By Joe D365
Joe D365 is a Microsoft Dynamics 365 superhero who runs on pure Dynamics adrenaline. As the face of PowerObjects, Joe D365’s mission is to reveal innovative ways to use Dynamics 365 and bring the application to more businesses and organizations around the world.

4 comments on “SLA Enhancements for Dynamics CRM 2015”

  1. Question - does the new SLA Calculation ability allow the user to define business vs non-business hours?

  2. Is there a way to define SLAs with more than 3 days? It seems strange that it has been limited as there are many business scenarios that require SLAs with more than 3 days? Also in the 2015 Spring release this is still limited to 3 days only. It makes the SLA feature somewhat useless.

  3. To answer Pete's question... Yes you can define SLA's longer than 3 days. Simply type in the value you want using the same # Day format that is used in the drop list

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