Ajit Agarwal C#Zone

Saturday, 1 March 2025

How to Setup SLA in CE module

Setting Up SLA (Service Level Agreements) in Dynamics 365 Customer Engagement (CE)

A Service Level Agreement (SLA) in Dynamics 365 CE (Customer Service module) defines response and resolution times for service cases to ensure customer satisfaction. It helps in tracking, monitoring, and automating service commitments.

📌 Steps to Set Up SLA in Dynamics 365 CE

Step 1: Enable SLA in System Settings

Before configuring SLAs, ensure that SLAs are enabled:

Navigate to: Customer Service Hub → Service Management → Service Terms
Go to Service Configuration Settings
Enable Service Level Agreements (SLAs)

📌 SLA Components in Dynamics 365 CE

SLAs in Dynamics 365 consist of:

SLA KPI (Key Performance Indicators): Measures response/resolution times.
SLA Items: Define individual conditions and success criteria.
Success Actions: Define what happens when SLA is met.
Failure Actions: Define what happens when SLA is breached.
Warning Actions: Sends notifications before SLA breaches.

📌 Step 2: Create a New SLA

Navigate to: Customer Service Hub → Service Management → SLAs
Click New
Fill in the details:
- Name: Define an SLA name (e.g., "Premium Support SLA").
- Entity: Select Case (or another entity if needed).
- Applicable From: Choose the field that determines SLA start time (e.g., Case Created On).
- Business Hours: Assign working hours to exclude weekends/holidays.
- SLA Type: Choose Enhanced SLA for advanced tracking.
Click Save (but don’t activate yet).

📌 Step 3: Create SLA KPI(s)

Navigate to SLA KPIs → Click New
Define KPI details:
- Name: (e.g., "First Response Time")
- Entity: Case
- Applicable From: (e.g., "Case Created On")
- Field for Success Criteria: (e.g., "First Response Sent")
Save and Close.

📌 Step 4: Add SLA Items

Now, configure the rules and conditions for SLA tracking.

Open your SLA and click + Add SLA Item
Define:
- Name (e.g., "High Priority Response Time")
- KPIs: Select SLA KPI (e.g., First Response KPI)
- Applicable When: Set conditions (e.g., Case Priority = High)
- Failure Time: (e.g., 2 hours for first response)
- Warning Time: (e.g., 1.5 hours before failure)

📌 Step 5: Configure Actions (Failure, Warning, Success)

Each SLA item allows defining actions upon success, warning, or failure:

✅ Success Actions (When SLA is met)

Update a Case field (e.g., "SLA Status = Met")
Notify a supervisor
Send confirmation email

⚠️ Warning Actions (Before SLA is breached)

Notify an agent to take action
Escalate to a manager

❌ Failure Actions (When SLA is breached)

Update a Case field (e.g., "SLA Status = Failed")
Escalate case priority
Assign the case to another team

Save & Close SLA Item.

📌 Step 6: Activate and Apply the SLA

Click Activate the SLA
Set the Default SLA (if required)
Apply SLA on cases automatically or manually.

📌 Step 7: Test & Monitor SLA Performance

Go to a Case record and verify the SLA timer.
Check SLA KPIs in the timeline.
Monitor SLA performance in dashboards and reports.

📌 Advanced Features

🔹 Pause & Resume SLA: Configure SLA pause for cases on hold.
🔹 Multiple SLAs: Assign different SLAs based on case type or customer.
🔹 Power Automate Integration: Trigger advanced notifications and escalations.

Saturday, 28 January 2023

How to get logged in User's Security Roles using Java Script in dynamic CRM 365.

function GetloggedUser () {

var roles = Xrm.Utility.getGlobalContext().userSettings.roles;

if (roles === null) return false;

var hasRole = false;

roles.forEach(function (item) {

if (item.name.toLowerCase() === "manager" || item.name.toLowerCase() === " System administrator") {

hasRole = true;

}

});

return hasRole;

}

Saturday, 4 June 2022

Conceptual Design Diagram MS-CRM Customer Service

Monday, 22 June 2020

Android Firebase Push Notification in asp.net C#

using System;

using System.Collections.Generic;

using System.IO;

using System.Linq;

using System.Net;

using System.Text;

using System.Threading.Tasks;

using System.Configuration;

namespace AnroidPushNotification

{

public class AndriodPushNotification

{

public string SendPushNotificationForAndroidSWithoutImage()

{

PushNotificationParameters parameters = new PushNotificationParameters();

parameters.DeviceId = "Token ID";

parameters.ServerKey = "ServerKey ";

parameters.SenderId = "SenderId";

parameters.RequestTimeOut = 20000;

parameters.Title = "TestTitle";

parameters.SoundEnable = "Enabled";

parameters.NotificationEN = "TestEn";

parameters.NotificationAR = "TestAR";

parameters.Message ="testMessage";

string response;

try

{

WebRequest request = WebRequest.Create("https://fcm.googleapis.com/fcm/send");

request.Timeout = parameters.RequestTimeOut;

request.Method = "Post";

request.ContentType = "application/json";

var data = new

{

//ApplicationId = parameters.ApplicationId,

to = parameters.DeviceId,

priority = "high",

content_available = true,

notification = new

{

title = parameters.Title,

sound = parameters.SoundEnable,

messageAR = parameters.NotificationAR,

messageEN = parameters.NotificationEN

}

};

var json = SerializeAndroidWithoutImage(parameters);

//tracingService.Trace("SendPushNotificationForAndroidWithoutImage: json" + json);

Byte[] byteArray = Encoding.UTF8.GetBytes(json);

request.Headers.Add(string.Format("Authorization:key={0}", parameters.ServerKey));

request.Headers.Add(string.Format("Sender: id={0}", parameters.SenderId));

request.ContentLength = byteArray.Length;

// tracingService.Trace("SendPushNotificationForAndroidWithoutImage : ContentLength" + byteArray.Length);

using (Stream dataStream = request.GetRequestStream())

{

dataStream.Write(byteArray, 0, byteArray.Length);

// tracingService.Trace("SendPushNotificationForAndroidWithoutImage:dataStream " + dataStream.Length);

using (WebResponse webResponse = request.GetResponse())

{

using (Stream dataStreamResponse = webResponse.GetResponseStream())

{

using (StreamReader streamReader = new StreamReader(dataStreamResponse))

{

string sResponseFromServer = streamReader.ReadToEnd();

response = sResponseFromServer;

}

catch (Exception ex)

{

response = ex.Message;

}

return response;

}

public string SerializeAndroidWithoutImage(PushNotificationParameters parameters)

{

string result = string.Empty;

result = "{\"to\":\"" + parameters.DeviceId

+ "\",\"data\":{\"title\":\"" + parameters.Title

+ "\",\"body\":\"" + parameters.Message

+ "\",\"sound\":\"" + parameters.SoundEnable

+ "\",\"messageAR\":\"" + parameters.NotificationAR

+ "\",\"messageEN\":\"" + parameters.NotificationEN

+ "\"}}";

return result;

}

Wednesday, 11 September 2019

Dynamic CRM 365 - Option Set cascading Filtering using Java Script.

Friday, 4 January 2019

Bubble Sorting C#

using System;
using System.Collections.Generic;
using System.Linq;
using System.Text;
using System.Threading.Tasks;

namespace SortingBubbleSort
{
class Program
{

static void Main(string[] args)
{
//a temporary int, to store a value when switching positions
int temp = 0;
//DATA : list of sortable items
int[] data = { 89, 76, 45, 92, 67, 12, 99 };

for (int outer = 0; outer < data.Length; outer++)
{
for (int inner = 0; inner < data.Length - 1; inner++)
{
////comparison statement
if (data[inner] > data[inner + 1])
{
temp = data[inner + 1];
data[inner + 1] = data[inner];
//switching operation
data[inner] = temp;

}
}
}
//Sorted array
foreach (int i in data)
{
Console.Write("\t{0}",i);

}
Console.Read();
} }
}

output:-

12 45 67 79 89 92 99

Monday, 10 December 2018

Different between var and Dynamic Variable in C#.

var It is introduced C#3.0 Version.
dynamic It is introduced C# 4.0 version

1).Var is statically type of variable, where are dynamic is dynamically type of variable.

2)Errore will be occur at compile time in var, where as error will be occur at runtime
.
3)In var initialization is required at time of declaration. If you not initialize variable it will be throw error at compile time "Implicitly -typed variable must be initialized ". where as dynamic type variable initialization is not required at time of declaration.

4)var does not allow the change variable after assigned value where as dynamic type variable allow be change type after assigned .

5)var support intellisense because it arise errore at compile time where as dynamic type variable not support intelligence because type is unknown runtime.

6)var variable can not be used for properties and return value from function .it is available only locally whereas dynamic variable can be used to create properties and return value from function

Ajit Agarwal C#Zone

Saturday, 1 March 2025

How to Setup SLA in CE module

Setting Up SLA (Service Level Agreements) in Dynamics 365 Customer Engagement (CE)

📌 Steps to Set Up SLA in Dynamics 365 CE

Step 1: Enable SLA in System Settings

📌 SLA Components in Dynamics 365 CE

📌 Step 2: Create a New SLA

📌 Step 3: Create SLA KPI(s)

📌 Step 4: Add SLA Items

📌 Step 5: Configure Actions (Failure, Warning, Success)

✅ Success Actions (When SLA is met)

⚠️ Warning Actions (Before SLA is breached)

❌ Failure Actions (When SLA is breached)

📌 Step 6: Activate and Apply the SLA

📌 Step 7: Test & Monitor SLA Performance

📌 Advanced Features

Saturday, 28 January 2023

How to get logged in User's Security Roles using Java Script in dynamic CRM 365.

Saturday, 4 June 2022

Conceptual Design Diagram MS-CRM Customer Service

Monday, 22 June 2020

Android Firebase Push Notification in asp.net C#

Wednesday, 11 September 2019

Dynamic CRM 365 - Option Set cascading Filtering using Java Script.

Friday, 4 January 2019

Bubble Sorting C#

Monday, 10 December 2018

Different between var and Dynamic Variable in C#.

How to Setup SLA in CE module

Report Abuse

Labels