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<\/a><\/p>\nHoliday schedule<\/span>:<\/strong><\/p>\n We can define our organization level holidays in the Holidays schedules. This predefined holiday schedule can be used in the Customer service schedule which helps to manage customer service. If a service rep responsible for a case support that needs to be attended within a day is on holiday then we schedule to support that case on the next day. Same thing can be defined in CRM by creating Holiday schedule records. For same example, if we create the holiday schedule record for that day, then the SLA timer will be increased to response time + holiday duration. And on case record the Timer control will be set to + 1 day as you can see in below screenshot:<\/p>\n How to create and setup Holiday Schedule<\/span>:<\/strong><\/p>\n Customer Service Schedule<\/span>: <\/strong><\/p>\n Here we can define when and which days\/ times our service or support team is available for providing support to customers. Setting the customer service schedule is same as setting the Work hours for a resource or facility which we used to define in pre-SP1.<\/p>\n How to create and setup Customer Schedule<\/strong><\/span>:<\/strong><\/p>\n \n Set the recurring weekly schedule -> Work Hours<\/span><\/p>\n o\u00a0\u00a0\u00a0Are the same each day:<\/strong>\u00a0If the work hours are the same each working day of the week, then select this option and click on Set Work Hours<\/strong> order to setup working hours including break for a day.<\/p>\n o\u00a0\u00a0\u00a0Vary by day:<\/strong>\u00a0If the working hours is not the same every day, then select this option and define the work hours for each day specifically as shown in below screenshot. For\u00a0Work Days<\/strong>, select the check box for each day that the customer support resources will be available and working.<\/p>\n o\u00a0\u00a0 24 x 7 support<\/strong> \u2013 Selecting this option specifies that the customer support is available 24 hours a day and all days of week.<\/p>\n Set the recurring weekly schedule -> Work Days<\/span><\/p>\n o\u00a0\u00a0 Here specify the days by selecting check boxes as to when the support staff are working:<\/p>\n Set the recurring weekly schedule -> Holiday Schedule<\/span><\/p>\n o\u00a0\u00a0 If you want that, just created customer service schedule setup should take care\u00a0of the holiday schedule as well then select \u201cObserve\u201d specify the appropriate holiday schedule from the lookup:<\/p>\n o\u00a0\u00a0 But otherwise if you select \u201cDo not observe\u201d then lookup to select holiday schedule will not be available.<\/p>\n Select the time zone<\/span><\/p>\n o\u00a0\u00a0 \u00a0Select the time zone in which your customer support resources would work.<\/p>\n Note:<\/strong> If you want these Holiday and work hours setup to be observed while tracking SLA then you need to associate this customer service schedule to the SLA record (as shown below) after adding a holiday schedule to the customer service schedule (shown above).<\/p>\n So after creating Customer service schedule, set it in SLA\u2019s to set the availability of service reps and determine the SLA time calculations to care of holidays.<\/p>\n Note: <\/strong>Business closure setup will not effect for the Customer Service Schedule if you select the Holiday Schedule= \u201cDo not obverse\u201d. If Business closure is created for holidays then also it will not take effect in the SLA tracking.<\/p>\n In SP1, calendar entity is modified to support additional types of calendars in CRM, new Type picklist is added in calendar entity which has below options.<\/p>\n Conclusion<\/span>:<\/strong><\/p>\n This feature provide flexibility of managing SLA times because if time is elapsed due to off hours or holidays, the failure actions would take place which may include an email to customer or service manager notifying the delay in handling the allocated work.<\/p>\n","protected":false},"excerpt":{"rendered":" In a Customer \u2013 Vendor relationship, customer service is the most important aspect. With Microsoft Dynamics CRM 2013 Service Pack 1 or Microsoft Dynamics CRM Online Spring \u201914, there have been many enhancements around service and we have discussed them in various articles on this blog. We can setup SLA\u2019s for our customer service management,\u2026 Read More: Calendars, Holiday and Customer Service Scheduling in Microsoft Dynamics CRM\u2026 »<\/a><\/span><\/p>\n","protected":false},"author":13,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[13,21,22,24],"tags":[237,462,1097,1548],"class_list":["post-765","post","type-post","status-publish","format-standard","hentry","category-customizations","category-dynamics-crm-2013","category-dynamics-crm-2015","category-dynamics-crm-2016","tag-calendar","tag-customer-service","tag-microsoft-dynamic-crm-2013","tag-scheduling"],"aioseo_notices":[],"aioseo_head":"\n\t\t\n\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t<\/a><\/p>\n\n
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\n 0<\/td>\n Default<\/td>\n Business closure calendars for service scheduling.<\/td>\n<\/tr>\n \n 1<\/td>\n Customer Service<\/td>\n Service calendars for customer service.<\/td>\n<\/tr>\n \n 2<\/td>\n Holiday Schedule<\/td>\n Holiday schedule calendars for customer service.<\/td>\n<\/tr>\n \n -1<\/td>\n Inner Calendar type<\/td>\n Inner Calendars are used by other calendars to build a graph of time slots available for customer service or service scheduling to be performed.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n