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Case Stage Specific SLA in CRM 2015

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This blog assumes that you have basic knowledge of SLA and BPF(Business Process Flow) and have worked on it before.

In our project we created "Case Stage Specific SLA". 

By this I mean that we created a Business Process Flow having 5 stages - Registration, Inspection, Work Order, Complain Resolution and Customer Survey. We wanted one SLA to be triggered when the case is in Inspection BPF stage. As soon as the case comes to Work Order BPF stage then another SLA should be triggered. Following are the steps to do the same:

1. Create a new SLA with the following details:

   

2.  We will be creating two SLA items now - one for Inspection stage and another for Work Order stage.

     For the case to move from one BPF stage to another the user needs to enter the mandatory information required to move to the next stage.

     In our case we took "Inspector" for "Inspection" BPF stage and "Estimation" for "Work Order" BPF stage.

 

   Go to SLA details and create a new SLA item "Inspection Stage Specific SLA"

   Set "Applicable when" Inspector Contains data and Estimation does not contains data which means that case has come to Inspection BPF stage.

   Set "Success Criteria" as when Inspector contains data and Estimation contains data which means that case has moved from Inspection stage.

   We had set Warning time as 1 minute and Failure time as 2 minutes for demo. It can changed as required.

  

 3. Now create another SLA item in the SLA for Work Order BPF stage

     Go to SLA details and create a new SLA item "Work Order Stage Specific SLA"

     Set "Applicable when" Estimation Contains data and Issue Fixed does not contains data which means that case has come to Work Order BPF stage. Issue Fixed is the mandatory information required to move from Work Order Stage to the next stage.

     Set "Success Criteria" as when Estimation contains data and Issue Fixed contains data which means that case has moved from Work Order stage.

     We had set Warning time as 1 minute and Failure time as 2 minutes for demo. It can changed as required.

    

4. Activate the SLA and Set it as Default

 

Cheers!!

Shraddha Dhingra