Dynamics CRM Enhanced vs. Standard Service Level Agreements (SLA’s)#
The following list provides an overview about the main differences between Enhanced and Standard SLA’s.
Standard
- Available since Spring 2014 Release No Pause/Resume functionality No Success Actions Status needs to be changed manually using Warning/Error Actions (e.g. Noncompliant, Nearing Noncompliant) Related fields are available in the case form directly (First Response By, Resolve By) “On Hold Time (Minutes)”- and “Last On Hold”-Field is not maintained automatically
Enhanced
- Available since Fall 2014 Release Pause/Resume functionality Success Actions Status chances automatically (e.g. Noncompliant, Nearing Noncompliant) Related fields are linked into the case form using additional entity “KPI Instance”, Quick View Forms and the Timer Control. “On Hold Time (Minutes)”- and “Last On Hold”-Field in Case is used automatically
Related Links:
- Microsoft Introduction SLA’s (YouTube-Video) Microsoft Introduction Enhanced SLA’s (YouTube-Video) Sonomapartners Blog Article about SLA’s
Cheers