Category Archives: SLA

SLA Pause and Resume Enhancements in 2020 Wave 2 Release

Introduction As we know, we can pause and resume the SLA based on the Status Reason field of an entity by configuring Service Management settings. Here, you can see the below screenshot from Service management>>Service Configuration Settings But this option was only limited to the “Status Reason” column of any entity. If you wanted to… Read More: SLA Pause and Resume Enhancements in 2020 Wave 2 Release »

SLA Enhancement in CRM 2015

SLA’s were introduced in CRM 2013 to improve Customer Service. But in the following scenario it actually didn’t serve its intended purpose. Scenario: Imagine there’s a case where in the provider needs to interact with the Customer and then they decide to keep the case “On Hold”. Now, suppose we have a default SLA activated in… Read More: SLA Enhancement in CRM 2015 »