SLA Enhancement In Dynamics CRM 2016 Update One - Part One

Mahender Pal
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After the release of Dynamics CRM 2016 update 1, we can now enable SLA for other custom and system entities as well. We can enable SLA using Enable for SLA option under entity definition like below for custom and specific system entities.

Following is a list of additional system entities apart from cases where we can enable SLA.

Let’s implement a simple example and see how we can use SLA with account entity. Consider an example that we want to setup SLA for document verification of the customer, which should be completed after specific hours of creating a customer record into Dynamics CRM. We also need to send a warning email to the department as a reminder after some time if verification is not done. Let’s say, for quick demo, we want to set document verification due in one hour so if it does not complete within one hour of creating customer record, SLA will fail and we want to send reminder in one minute.

Now, let’s implement a simple example and see how we can use SLA with an account entity. Consider an example that we want to setup on SLA for document verification of the customer, which should be completed after eight hours of creating a customer record into Dynamics CRM. We need to send a warning email to the Verification department after four hours if the verification is not done as a reminder and failed notification after eight hours in order to escalate.

Before creating SLA, we need to create some custom fields on account entity which is required for document verification SLA.

Document Verified – Two Options

We need to setup simple two options field and need to place it over an account entity form. If you are new to creating CRM field, please refer this KB.
Due – Date and Time

We need to create a calculated date, time field and need to set it’s value by adding one hour to CreatedOn field. We can click on edit button; next to field type and use formula like below,
KPI – Lookup

We need to create a lookup field in an account entity and need to select target entity as SLA KPI Instance as we required this lookup while creating SLA item. This is only required for the entities other than case entity.

Now, we required fields so let’s design our SLA.

Navigate to Settings -> Service Management and select Service Level Agreement. Here, we need to provide name of our SLA and need to select an Account entity under Entity drop down (Account will be only available here; once you will mark Enable for SLA checkbox under account entity definition, that we did in first step). If you are new to SLA, I will suggest you to refer this KB first.
Select CreatedOn under Applicable From field and keep other field as it is and click on Save under command bar.
Once record is saved, click on + sign under SLA Details sub grid to add SLA items as shown below and click on Save.
Navigate to SLA Item Failure section and configure it as shown below (For quick result- we are setting failure after one hour and warn after one minute). We can send E-mail to the Verification department as a reminder after one minute and can send failure notification after one hour.
Save and Close SLA item dialog and Activate our SLA.
Click on Set AS Default to make this SLA default for an ,account entity.