{"id":3027,"date":"2016-06-10T18:07:27","date_gmt":"2016-06-10T12:37:27","guid":{"rendered":"https:\/\/www.inogic.com\/blog\/?p=3027"},"modified":"2016-06-10T18:07:27","modified_gmt":"2016-06-10T12:37:27","slug":"enhanced-sla-extended-for-other-entities-in-dynamics-crm-2016-update-1","status":"publish","type":"post","link":"https:\/\/www.inogic.com\/blog\/2016\/06\/enhanced-sla-extended-for-other-entities-in-dynamics-crm-2016-update-1\/","title":{"rendered":"Enhanced SLA Extended For Other Entities in Dynamics CRM 2016 Update 1"},"content":{"rendered":"<p><strong>Introduction:<\/strong><\/p>\n<p style=\"text-align: justify;\">In earlier versions of CRM, the SLA feature was only applied to the Case Entity. Now, with Dynamics CRM 2016 Update 1 release, you can enable Enhanced SLA for other entities as well.<\/p>\n<p style=\"text-align: justify;\">Below are the entities for which you can enable SLA in CRM:<\/p>\n<ul style=\"text-align: justify;\">\n<li>Contact, Account, Lead, Opportunity, Quote, Order, Invoice.<\/li>\n<li>Custom Entities and Custom Activities.<\/li>\n<li>Also for some activity entities as email, phone, and appointment except for the recurring appointment.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><strong><em>NOTE:\u00a0 You can apply only enhanced SLAs for other entities. Standard SLAs are applied for Case Entity only.<\/em><\/strong><\/p>\n<p style=\"text-align: justify;\">For enabling this enhanced SLA feature in CRM for the above entities or any Custom Entity, you will need to follow below mentioned steps:<\/p>\n<ol style=\"text-align: justify;\">\n<li>Navigate to Settings \u2192\u00a0Customizations<\/li>\n<li>If you want to enable SLA for Opportunity entity then in the left pane, you can select Opportunity from the list of entities.<\/li>\n<li>Then under the General tab, in the Communication &amp; Collaboration section, select the \u201cEnable for SLA\u201d checkbox.<\/li>\n<li>After checkbox is checked, click to Save and Publish. Below is the screenshot for reference:<a href=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/1.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-3028\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/1.png\" alt=\"enhanced SLAs  for CRM\" width=\"626\" height=\"382\" \/><\/a><\/li>\n<\/ol>\n<p style=\"text-align: justify;\"><strong><em>NOTE: Once you have enabled this feature for the entity, you cannot disable it again.<\/em><\/strong><\/p>\n<p style=\"text-align: justify;\"><strong>Below are the Steps for Creating SLA for the Opportunity Entity:<\/strong><\/p>\n<p style=\"text-align: justify;\"><strong>Step 1: <\/strong>Navigate to Settings \u2192\u00a0Service Management \u2192\u00a0<a href=\"https:\/\/try91.crm.dynamics.com\/tools\/servicemanagement\/servicemanagement.aspx?pagemode=iframe&amp;sitemappath=Settings%7cBusiness_Setting%7cnav_servicemanagement\" target=\"_blank\" rel=\"noopener noreferrer\">Service Level Agreements<\/a>. On the SLA page, click on \u201cNew\u201d button in the ribbon as shown in screenshot below:<a href=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/2.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-3029\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/2.png\" alt=\"Service Level Agreements\" width=\"475\" height=\"81\" \/><\/a><\/p>\n<p style=\"text-align: justify;\">After this, you will be able to see <strong>Create SLA<\/strong> pop-up as shown in screenshot below:<a href=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/3.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-3030\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/3.png\" alt=\"Create SLA \" width=\"430\" height=\"155\" \/><\/a><\/p>\n<p style=\"text-align: justify;\">In the above pop-up, you will be able to see an Entity option value where all the entities will be displayed in the list, which you have <strong>enabled for SLA<\/strong> at entity level.<\/p>\n<p style=\"text-align: justify;\">Now, type the SLA Name and select Opportunity entity, click \u201cOK\u201d.<\/p>\n<p style=\"text-align: justify;\"><strong>Step 2: <\/strong>And then you will be directed to the new SLA window where you can set the criteria, as you want to apply for the SLA as shown in below screenshot:<a href=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/4.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-3031\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/4.png\" alt=\"Opportunity SLA \" width=\"356\" height=\"201\" \/><\/a><\/p>\n<p style=\"text-align: justify;\">As you can see from the above screenshot, Entity will be set as \u201c<strong>Opportunity<\/strong>\u201d by default and SLA Type will be set as \u201c<strong>Enhanced<\/strong>\u201d. Select the desired criteria for Opportunity SLA and then click to save.<\/p>\n<p style=\"text-align: justify;\"><strong><em>NOTE: Only when you select Case entity, you will be asked with two options to select the SLA Type that is either \u201cStandard\u201d or \u201cEnhanced\u201d.<\/em><\/strong><\/p>\n<p style=\"text-align: justify;\"><strong>Step 3: <\/strong>After this you will need to create the <strong>SLA Item<\/strong> to set the success and failure conditions for SLA. So further, just scroll down the SLA form to set the <strong>SLA Details<\/strong> as shown in below screenshot:<a href=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/5.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-3032\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/5.png\" alt=\"SLA Details \" width=\"563\" height=\"126\" \/><\/a><\/p>\n<p style=\"text-align: justify;\">Click to <strong>+ Add SLA item<\/strong> button. Then a new window will be displayed to set the success and failure criteria.<\/p>\n<p style=\"text-align: justify;\">Now, when you try to set the criteria in the SLA Item Window, you will face a situation where you will be stuck, as you will not find any options predefined for SLA KPI Instances in the CRM for Opportunity entity as shown in below screenshot:<a href=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/6.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-3033\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/6.png\" alt=\"Add SLA item \" width=\"558\" height=\"183\" \/><\/a><\/p>\n<p style=\"text-align: justify;\">Hence, if we try to save this \u201c<strong>SLA Item<\/strong>\u201d, by keeping this field blank, it will not allow you to do so.<\/p>\n<p style=\"text-align: justify;\">So the Solution for this is to first manually create and define the SLA KPI Instances for Opportunity Entity in CRM.<\/p>\n<p style=\"text-align: justify;\"><strong>Step 4: <\/strong>You can follow the below mentioned procedure for adding the \u201cSLA KPI Instance\u201d field on the Opportunity:<\/p>\n<ol style=\"text-align: justify;\">\n<li>Navigate to Settings \u00e0<\/li>\n<li>In the left pane, select Opportunity Entity, click on the Fields.<\/li>\n<li>Create a new lookup field with Name \u2013 \u201cFirst Response In\u201d and Target Record Type as \u201cSLA KPI Instance\u201d for the Opportunity entity.<\/li>\n<li>After creating this field, 1: N relationship will be automatically created between SLA KPI Instances and Opportunity. Save and Publish these Customizations.<\/li>\n<li>After this, open Form Editor of the Opportunity and add this \u201cFirst Response In\u201d field on the Opportunity Form.<\/li>\n<li>With this field, you will need to insert a \u201cQuick View Form\u201d in the Form Editor, with the lookup field source of \u201c<strong>First Response In<\/strong>\u201d and select the Quick View form of \u201c<strong>First Response SLA<\/strong>\u201d for the opportunity form so that you can check the Timer Status of the SLA applied to the record as shown in below screenshot:<a href=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/7.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-3034\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/7.png\" alt=\"First Response SLA\" width=\"403\" height=\"375\" \/><\/a><\/li>\n<\/ol>\n<ul style=\"text-align: justify;\">\n<li>So, this \u201cQuick View form\u201d will automatically add a Timer on the form to track the Time of SLA for the Opportunity records in CRM.<\/li>\n<li>For e.g.: If your SLA Time is elapsed then you will be able to see the timer as shown in below screenshot:<a href=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/8.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-3035\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/8.png\" alt=\"Enhanced SLA Results\" width=\"277\" height=\"45\" \/><\/a><\/li>\n<\/ul>\n<ul style=\"text-align: justify;\">\n<li>Also you can add this field and Quick view form in a new \u201c<strong>Enhanced SLA Results\u201d<\/strong> section on the opportunity form and click \u201cOK\u201d and then Save &amp; Publish Opportunity.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><strong><em>Important Points to be highlighted:<\/em><\/strong><strong><em>\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/em><\/strong><\/p>\n<ul style=\"text-align: justify;\">\n<li><strong><em>You will have to perform this action of creating lookup field with Target Record Type as \u201cSLA KPI Instance\u201d for all the Entities, which you have enabled for SLA.<\/em><\/strong><\/li>\n<li><strong><em>The Timer will be visible only when your SLA will be applied to the Opportunity record.<\/em><\/strong><strong><em>\u00a0<\/em><\/strong><\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><strong>Step 5: <\/strong>Now once you have performed the above actions, you will be able to select this SLA KPI Option value on the SLA Item for Opportunity as shown in below screenshot:<a href=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/9.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-3036\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/9.png\" alt=\"SLA Item for Opportunity\" width=\"500\" height=\"153\" \/><\/a><\/p>\n<p style=\"text-align: justify;\">Now you can define the Success and Failure criteria for applying SLA on the Opportunity entity.<\/p>\n<p style=\"text-align: justify;\"><strong>Step 6: <\/strong>Suppose, if you want to track the <strong>\u201cOpportunities which are Won within 5 mins\u201d<\/strong>, then you can set the <strong>Success criteria<\/strong> as <strong>Opportunity Status = \u201cWON\u201d<\/strong> and in the <strong>SLA Item Failure time<\/strong> you can set time as <strong>\u201c5 minutes\u201d<\/strong>. Below is the screenshot for reference.<a href=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/10.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-3037\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/10.png\" alt=\"SLA Item Failure time \" width=\"480\" height=\"240\" \/><\/a><\/p>\n<p style=\"text-align: justify;\">Also, if you want then you can set the Success and Failure Actions to perform on SLA on the SLA Item Window and then click to <strong>Save &amp; Close<\/strong> button.<\/p>\n<p style=\"text-align: justify;\">Then further click on \u201c<strong>Activate\u201d<\/strong> and then click to <strong>\u201cSET AS Default\u201d<\/strong> button on the SLA so that this SLA will be automatically triggered once the Opportunity record is created.<\/p>\n<p style=\"text-align: justify;\">Now your SLA will be successfully created for Opportunity entity and you can check the SLA status on the Opportunity records.<\/p>\n<p style=\"text-align: justify;\"><strong>Step 7: <\/strong>To check the SLA status on Opportunity, create an Opportunity record and fill the required Information and click on save.<\/p>\n<p style=\"text-align: justify;\">Once the opportunity record is created, SLA will be triggered and the <strong>SLA KPI Instance<\/strong> record will be created in the CRM and set in the <strong>\u201cFirst Response In\u201d<\/strong> field on the Opportunity as shown in below screenshot:<a href=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/11.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-3038\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/11.png\" alt=\"SLA KPI Instance \" width=\"381\" height=\"143\" \/><\/a><\/p>\n<p style=\"text-align: justify;\">As you can see from the above screenshot, on creation of your Opportunity record, the SLA will be triggered and applied to the Opportunity.<\/p>\n<p style=\"text-align: justify;\">Also, you can see the Time remaining in the \u201c<strong>First Response in<\/strong>\u201d field on the added Quick view form.<\/p>\n<p style=\"text-align: justify;\"><strong>Step 8: <\/strong>Once your Opportunity is created, you can check the Success or Failure of SLA as per the criteria you set in the SLA.<\/p>\n<p style=\"text-align: justify;\"><strong>i.e.:<\/strong> If the <strong>\u201c<\/strong>Opportunity is <strong>WON<\/strong> in 5 minutes<strong>\u201d,<\/strong> then on refreshing the page, you will be able to see as shown in below screenshot:<a href=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/12.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-3039\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/12.png\" alt=\"Opportunity is WON\" width=\"379\" height=\"55\" \/><\/a><\/p>\n<p style=\"text-align: justify;\">Else If the <strong>\u201c<\/strong>Opportunity is <strong>not WON<\/strong> in 5 minutes<strong>\u201d,<\/strong> then on refreshing the page, you will be able to see as shown in below screenshot:<a href=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/131.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-3042\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/131.png\" alt=\"Opportunity is not WON \" width=\"384\" height=\"60\" \/><\/a><\/p>\n<p style=\"text-align: justify;\">Hence, you will be able to see the <strong>SLA KPI Instance <\/strong>record created in CRM regarding the <strong>\u201cOpportunity\u201d<\/strong> as shown in below screenshot.<a href=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/14.png\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-3041\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2016\/06\/14.png\" alt=\"SLA KPI Instance \" width=\"406\" height=\"234\" \/><\/a><\/p>\n<p style=\"text-align: justify;\"><strong>Conclusion<\/strong>:<\/p>\n<p style=\"text-align: justify;\">This blog explains about the enhanced SLA extended for other entities in CRM 2016 update 1. Now with this SLA extended feature for other entities, it will become easy for you to track if the users in your organisation are responding your customers within the specific time or not.<\/p>\n<p style=\"text-align: justify;\"><a href=\"http:\/\/bit.ly\/1U1hyHm\">Dynamics CRM Bing Maps integration redesigned<\/a> \u2013 Download your free trial today!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Introduction: In earlier versions of CRM, the SLA feature was only applied to the Case Entity. Now, with Dynamics CRM 2016 Update 1 release, you can enable Enhanced SLA for other entities as well. Below are the entities for which you can enable SLA in CRM: Contact, Account, Lead, Opportunity, Quote, Order, Invoice. Custom Entities\u2026 <span class=\"read-more\"><a href=\"https:\/\/www.inogic.com\/blog\/2016\/06\/enhanced-sla-extended-for-other-entities-in-dynamics-crm-2016-update-1\/\">Read More &raquo;<\/a><\/span><\/p>\n","protected":false},"author":13,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[25],"tags":[731,733,1585],"class_list":["post-3027","post","type-post","status-publish","format-standard","hentry","category-dynamics-crm-2016-update-1","tag-enabled-for-sla","tag-enhanced-sla","tag-service-level-agreements-dynamics-crm"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts\/3027","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/comments?post=3027"}],"version-history":[{"count":0,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts\/3027\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/media?parent=3027"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/categories?post=3027"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/tags?post=3027"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}