Dynamics CRM Readiness

CRM Accelerate for Dynamics CRM

Customer Service

Session 3
Service Level Agreements and Entitlements

Session 2: Review (Knowledge Base)

Search for articles within the knowledge base and associate

them with a case

Resolve cases quick by using knowledge base articles

Create, manage, and maintain knowledge base article templates

Examine the process of creating, modifying, and publishing

knowledge base articles

Develop how to properly format knowledge base articles

through a template and the Engagement Hub

Demonstrate how to attach knowledge base articles to emails

Session 2: Review (Queue Management)

Differentiate between system queues and personal queues
Evaluate how to create and maintain queues
Demonstrate how to add cases and activities to queues
Work with queue items, such as routing, working on, releasing,
and removing them
Define what queue item details are and what they all entail
Discuss how to route records to specific queues

Module 5
Service Level Agreements

Module 5: Overview

Create and manage Service Level Agreements (SLAs)

Define the types of Service Level Agreements and discover the

differences between the two

Explore several Service Level Agreements actions and details

Manage cases that are associated with Service Level Agreements

Lesson 1
Create Service Level Agreements

What is an SLA?

Service Level Agreement

Tracks and defines what should happen when a case is opened

Expected Levels of Response

First Response Time

Resolution Time

KPIs and the definition of what success or failure mean can

be established

Define actions when KPIs are not met or are close to violations

Manage Cases with SLAs

Customer Type

Case Priority

First Response Within

Case Resolution Within

Premium/Corporate

High

1 business hour

1 business day

Premium/Corporate

Not High

4 business hours

2 business days

Standard Customer

1 business day

5 business days

Send warning email

to case owner

Send Email to CSR

and CSM
Update Case
SLA not met

Send warning email

to case owner

Send Email to CSR

and CSM
Update Case
SLA not met

Case Created

First Response By

Case Resolved By

Lesson 2
Service Level Agreement Types

Types of SLAs

SLAs define the level of service or support your organization

agrees to offer
Include detailed items to define metrics or KPSs to attain desired
service level
Standard

Standard SLA

Enhanced

Additional capabilities

Lesson 3
Standard SLAs

Standard SLAs

Appropriate security role is needed to create standard SLAs

Upon activating an SLA, a corresponding workflow is created
Ability to add SLA details to define the key performance
indicators (KPIs)
Define success criteria

Failure Actions

Warning Actions

Lesson 4
Enhanced SLAs

Enhanced SLAs

Additional capabilities
Ability to Pause an SLA
Can add success actions to SLA
Success actions are initiated when condition is met on time
Track SLA statuses and times from case form
Details are tracked through SLA KPI record types
Use only enhanced SLAs to stay consistent within your
organization

Lesson 5
SLA Actions and Details

SLA Details

Add SLA details to define KPIs or metrics

KPIs are performance indicators to track

First Response By
Resolve by

Refer to SLA KPIs based on specific conditions

Ability to add multiple SLA items
Only the first SLA item that matches the conditions is applied

SLA Actions

Available actions

Set the SLA as default

Send Email
Create Record
Update Record
Assign Record
Change Status

Applies to all cases that do not already have an SLA applied through an
entitlement
Only able to have one default SLA

Disable the SLA

Can be used for maintenance activities or when importing cases

Lesson 6
SLAs On-Demand

SLAs On-Demand

Users can apply SLAs to case records manually

Can also apply SLAs automatically to cases based on specific

business logic

Workflows
Other plugins

Example

Customers are spread across geographies, you may have multiple SLAs
with different business hours and holiday schedules.
Set up business logic to apply SLAs on case records based on the
region

Lesson 7
Manage Cases with SLAs

Manage Cases with SLAs

How is the SLA applied?

When a case is created, the default SLA is applied and the
related field values are updated
When a case is modified and any values change, the SLA is
applied again
When the SLA is applied again, all SLA items are evaluated
The failure or warning actions are then initiated if the time has
been exceeded

Manage Cases with SLAs

Standard
SLA

Enhanced
SLA

Only the failure time is tracked and saved on the case record
You can request to have a timer added to the case form

A related KPI record is created for each SLA KPI that is tracked for that case
There is a timer and KPI instances for the case with their statuses and
failure and warning time
Cases can be put on hold case on hold and the status set to Paused
You can see the time for which a case was on hold and the last time it was
put on hold
When a case is Resumed, the status of the SLA KPI record and following
details are updated, if the SLA isn't violated:
- Failure time
- Warning time
- Total time the case is on hold

Demonstration: SLA

Create a Standard SLA

Create an Enhanced SLA
Manually Apply an SLA to a Case

Module 5: Review

Create and manage Service Level Agreements (SLAs)

Define the types of Service Level Agreements and discover the
differences between the two
Explore several Service Level Agreements actions and details
Manage cases that are associated with Service Level Agreements

Module 6
Entitlements

Module 6: Overview

Apply knowledge to create and maintain entitlement templates

Create new entitlements from scratch and by using templates

Define entitlement channels and how they affect the overall

entitlement

Clarify how products and cases can be added to an entitlement

and what this does to the entitlement

Associate Service Level Agreements with entitlements

Activate and renew entitlements that are applied to cases

Lesson 1
Entitlements and Entitlement Templates

Entitlements

Agreements used to specify level and type of support

Specify support terms

Number of cases
Amount of time

Four key fields when working with entitlements

Allocation Type
Decrease Remaining On

Case Resolution
Case Creation

Total Terms
Remaining Terms

Entitlement Allotment Options

Number of Cases

Specifies the number of cases or incidents a customer can use against

an entitlement
Any case resolved against a number of cases entitlement will deduct
from the number of cases remaining for the entitlement

Number of Hours

Allots a certain amount of time (in hours) available to the customer

under the entitlement
Any case resolved against a time-based entitlement will deduct the
amount of time spent resolving the case from the total time remaining
for the entitlement

Entitlement Templates

Framework for creating new entitlements

Ensure that entitlements are consistent
Entitlement templates is optional
Templates speed up the process of creating entitlements
Specifies the allotment type
Allotment types are used when a new entitlement is created
Allotment specifies how customer service is provided and
tracked

Time
Cases
Service

Create Entitlement Templates

Entitlement Template Name

Start Date

End Date

Restrict Based on Entitlement Terms

Service Level Agreement

Allocation Type

Decrease Remaining

Lesson 2
Create New Entitlements

Create Entitlements

Entitlements require a customer

Able to create entitlements in various ways

From templates
Start from a blank entitlement
Renew a cancelled or expired entitlement

When a case is created, the default customer entitlement is

automatically populated on that case

While creating entitlements, a user also has the ability to choose

whether or not to decrement the number of allotments

Lesson 3
Entitlement Channels

Entitlement Channels

One or more channels that detail the coverage provided for a

specific product or item

Support channels are mechanisms that your customers can use

to request help with questions or issues

Channels consist of a variety of different activities

Phone Calls
Emails
Web
Facebook
Twitter

Channel allocations can be configured to identify a specific

number of entitlements per channel

Associate Entitlement Channels

Entitlement channels define different channels that a customer

can use to create a new case, such as through the web or email

Also defines how many terms they can use on each channel

Ability to restrict users from creating cases through a specific

support channel

Web
Twitter
1

2
Phone

Web
3

4
Email

Phone
5
Facebook

6
Email

Lesson 4
Apply Entitlements to Cases

Apply Entitlements to Cases

Users can associate entitlement with a cases

If an entitlement is associated with case, the case resolution will
deduct time or incidents from remaining allotment for that
entitlement.
Entitlement
Case 1
Active

Contact Address:
Mike Heinz, Kennedy Blvd, Laredo, TX

Case 1
Resolved

Bill to Address:
First Cycle Store, Kennedy Blvd, Laredo, TX

Billing Start/End Date:

mm/dd/yy
Linked to Entitlement
Entitlement Channels:
Email and Phone

Deducted from Entitlement

Lesson 5
Associate Products

Associate Products

Ability to restrict entitlements based on specific conditions, such

as limiting support to a specific product or list of products

Customers support level can vary based on the product or

service the customer has purchased

Helps CSRs verify what the customers are eligible for and create
cases accordingly for them

Choose to associate an entitlement to a product

Entitlement would only be displayed as an option if the case is

related to that product

Lesson 6
Associate Service Level Agreements
with Entitlements

Associate SLAs with Entitlements

Users can specify SLAs to an entitlement record to provide

different service levels to different entitlements

Helps Customer Service Team deliver on customers expectations

An organization might have several SLAs

Platinum SLA
Premium SLA
Standard SLA

By associating different entitlements with different customers,

users can define adequate Service Level Agreements

Utilize templates to create entitlements prefilled with basic

information

Lesson 7
Activate Entitlements

Activate and Deactivate Entitlements

Once complete with creating an entitlement, you must then

activate it

If you do not activate an entitlement, it cannot be utilized

If the start and end date of the entitlement are in the future, the
status of the entitlement is set to Waiting

On the start date, the status automatically changes to Active

Activated entitlements cannot be edited

Users can deactivate an entitlement if it needs to be modified

Entitlement Lifecycle

Draft
Entitlement
Editable
No cases

Waiting

Active

No edits
No cases

No edits
Cases can be added

Canceled

Expired

No edits
No cases
Renewable

No edits
No cases
Renewable

Lesson 8
Renew Entitlements

Renew Entitlements

Expired entitlements can be renewed

Microsoft Dynamics CRM retrieves all parameters and

information from an old entitlement and populates the new
entitlement form

Analyzes valid date range in expired entitlement and set the date
range on the new entitlement

Saves significant amounts of time for existing customers

Renewable Entitlement States

Entitlement Lifecycle: Renewal

Expired
Entitlement

Renew

Canceled
Entitlement

New Draft
Entitlement

Demonstration: Entitlements

Create an Entitlement Template

Create an Entitlement
Associate Entitlement Channels
Apply an Entitlement to a Case
Associate an SLA with an Entitlement
Activate and Deactivate an Entitlement
Renew an Entitlement

Module 6: Review

Apply knowledge to create and maintain entitlement templates

Create new entitlements from scratch and by using templates

Define entitlement channels and how they affect the overall

entitlement

Clarify how products and cases can be added to an entitlement

and what this does to the entitlement

Associate Service Level Agreements with entitlements

Activate and renew entitlements that are applied to cases

Next Session
Service Schedule
Interactive Service Hub

52