From the course: Learning Microsoft Dynamics for Customer Service
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Using service level agreement with cases - Dynamics Tutorial
From the course: Learning Microsoft Dynamics for Customer Service
Using service level agreement with cases
- [Instructor] Now that you understand what makes up an SLA, let's take a look at how to work together with cases. I'm going to create a new case using the Quick Create button over here. And again, this is going to be for A Datum Corporation. My case title is Damaged products. This is a problem. And I'm talking to Rene Valdes, and the origin is Phone. So I'm going to go ahead and save and close that. And then I can open that record by clicking that View Record here in this notification. Now I'm going to open up here my business process flow, and you'll notice that I actually added a couple of fields here in that Identify stage. So we have service level now, which this particular one does not have a service level. Then you will notice that the SLA has automatically been applied to this case, done by the system. So let's take a look at those SLA details. I can click here on SLA, and here we can see a couple of different…
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