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Hi,
Need to enable SLA for my tenant ; does it require a specific license? i dont seem to see Service Level Agreement anywhere. Please shed some light.
Hi @Teresa24486,
SLA comes with Dynamics 365 Customer Service app and unfortunately does not come by default with standard CDS.
Similar to the following D365 features to have available in CDS, you can submit a similar idea for SLAs at: https://powerusers.microsoft.com/t5/Power-Apps-Ideas/idb-p/PowerAppsIdeas
Cheers
hi,
Thank you for your response.
All i need is a ticketing system with detailed sla's and reports. So i will need to purchase the Hub app, correct?
You’ll need to provision a Dynamics 365 instance with Customer Service which you can do from the power platform admin center and get Dynamics 365 Customer Service licenses for your users.
If all you need are SLAs then you can build and configure those in CDS with the help of Power Automate. I would create a custom SLA/KPI entity that tracks the times/dates and SLA type and then have 2 flows:
1) on create/update of the ticketing record that sets the SLA details on your new SLA entity and links it to the ticketing record
2) reoccurring flow (https://docs.microsoft.com/en-us/power-automate/run-scheduled-tasks) that performs the actions when the SLA is breached/succeeded
hope this helps!
Can you send me screenshots of the workflow steps please?
I created a simple SLA Detail entity and using Cases (physical name incident) as the "ticketing" entity in this example. Haven't fully tested these exact flows but here are high level steps 🙂
Create SLA Details Flow
Capturing the SLA desired response time to 2 days from the ticketing created date
Update SLA Flow
Flow that sets the SLA as succeeded when the user responds to the ticket
SLA Exceeded Check Flow
Every hours checks active SLA where the response time has been breached and set the SLA as failed
Hope this helps!
To implement this one, i need to have premium version of CDS if i am not wrong.
You don’t need additional licenses other than the ones you would already have to customize/configure CDS, namely Power Apps per user or per app licenses.
I'll check this out then. Cheers!
@EricRegnier
I would also need an email or a notification when a new appointment is added to the required or optional attendees. Its not happening even after creating a workflow with the following steps; im not sure if its coz of the General Failure error:
Could be, but can also be because email isn't configure correctly or there's not valid email for the recipients. To keep this thread tidy, would it be possible if it's not too much trouble to create a new post on that regard?
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