CRM Enhanced SLA(Service Level Agreement) not Pausing

I am Using CRM 2015 and Make 3 SLA of type Enhanced and using SLA KPI
Resolve by KPI Instance
CRM built-in Configuration of this Instance is as
1SLA: If Priority High 2 Hours
2 SLA: If Priority Nomral 4 Hours
3 SLA : If Priorty Low 6 Hours
Problem if i want to pause any SLA Where I Pause the timer...
in Status of Case there is not Status of Paused..
Muhammad Sohail

Hi Sohail,
Have you selected the "On Hold Status" for which the SLA for the cases are to be paused in service configuration settings.
Regards, Abhishek Bakshi If you find this post helpful then please Vote as Helpful and Mark As Answer. Check my blog on https://mydynamicscrmblog.wordpress.com/

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What is the contents of SLA(Service level agreement)

Dear all,
kindly let me know the SLA details for the DBA.
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Rehan.

Dear 782191,
As a DBA you need to feed the SLA database or the SLA manager. You don't have to move all data you have on your database to the SLA.
There are limitations and accepted values for the SLA and you are only responsible for those. Lets say you have an end-to-end path to monitor as a DBA but the calculations and metrics for the path is needed for the SLA. Therefore the only thing that you are responsible about the SLA is to feed those metrics to the SLA database.
I hope above explanations are clear.
Regards.
Ogan

Service Level Agreements on Service Requests

Hello,
I was wondering if anyone had thoughts or experiences to share for the best way to manage Service Level Agreements for Service Requests. I have been requested to provide a report showing whether Service reqeusts (by Area/Topic) were answered within the agreed times.
Eg Requests for New Business Cards are expected to be resolved in 3 days and it took 4 days so flag this request as having not met arranged timeframes.
I'm not sure where is the best place to store the Service Level dayes by area? Is that just within the logic of the report? Appreciate any thoughts on this.
thanks,

Hi Venky,
I'm new to On Demand and not that confident creating a custom object. I was wondering if I could achieve my SLA's by using a Workflow and custom SR field?
I thought if I created a new field on the SR called 'Service Level Agreement' I could populate this field with SLA days based on Service Area.
Eg:
Trigger Event: Before modified record saved
Workflow Rule Condition: PRE('<Area>') <Area>
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Service level agreement

what is meant by service level agreement in sap... i searched a lot but couldn't understand that...can any one explain clearly about this service level agreement..

Hi,
Service Level Agreements (SLAs), you work with customers to stipulate the form that the performance of a guaranteed service takes.
The SLAs define the attributes (such as content, scope and means) for the service products (for example, maintenance, Hotline) agreed on with the customer in the service contract. Different parameters, such as response time or availability time, confirm a SLA.
Examples of parameters within a SLA:
·         Response time (technician on site within a specified time)
·         Operating time/availability time (working time of the service or support center)
·         Downtime (maximum number of breakdowns per year)
·         Availability (assured system availability in %)
·         Solution time (maximum period of time allowed for the solution of a problems

Service Agreement and Service Level Agreement

Hi
Can anyone provide me a copy of Service agreement and Service level agreement which can used between sap partner and a customer.
I am doing my first implementation in SAP B1 and i want to make this agreement with my customer before i start implementing the software.
I searched the portal but couldnt locate it.
Thanks and Regards
C.Louis

Hi,
I think the first agreement document is EULA (end user license agreement). The second is your request.
I think you can ask the sample of the agreement to SAP branch in your country. if not, let me know your e-mail.
Rgds,

Service Level Agreements or Memo

Hi,
Is there a way I can store service level agreements or a memo field for each client? Trying to keep my field guys posted on what is with in scope of the contract when onsite.
This topic first appeared in the Spiceworks Community

Hey heatherfoeh!
What a funny thing you ask because velocity has been on my mind recently. Just this past month, I wrote two blogs (here and here) on the topic of velocity and the last one I am going to write is about "How to measure it". So this question is perfect.
Here is how we do it at ReadyTalk.
1. We first define all of our transitions within the technology. Meaning which field is being flipped to signify a transition has occurred We capture this on several different records as the lead works its way through the system.
On the lead record, we capture created date, first contact attempt, contact made, converted date. We do this by date stamping the relevant field each time the lead goes through a transition. Below you see our lead status. Each time this field is flipped, there is a corresponding hidden field that is stamped. The use of these fields allows us to then create reports in SFDC using a formula that calculates the number of days between two dates.
On the opp records we have the same process but this time we are tracking the velocity through the pipeline. So we go from SAL>SQO>CW or CL. Each time the opp stage is flipped a corresponding date stamp is made. And, like above, you run formulas on this field to calculate # of days between two dates.
Now in terms of adherence to an SLA, you obviously have dashboards that you roll this up to in the form of average time between stages. You can also segment on velocity be owner (to see which AEs are "johnny on the spot" with their leads) or you can do velocity by lead source. You can also create workflow that throws alerts when a lead/opp has sat at one stage for two long.

Service Agreement & Service level Agreement

Hi all
What is the difference between Service Agreement & Service Level Agreement?
Your response asap is highly appreciated.
Thanks
Sonali

Hi Sonali,
Service agreement consist of all the pricing details agreed upon between the customer and organization. e.g. org. will provide so and so customer xyz service at 50 USD/Hour.
Service Level Agreement are the time details to perform the services offered to a customer. i.e. what should be the time duration within which first response should be done to customer query or service. What should be the time duration within which the serivce has to be completly delivered to a customer.
e.g Installing a water purifier at customer location. here SLA could be once customer place an order a service engineer should give him a call within a day to know at what time he/she could come an install purifier. Secondly serivce person should any how complete the installation process within 3 days of customer order.
If the SLA are missed penalty could be applied to organization by providing certain rebate to customer.
Best Regards,
Pratik Patel
<b>Reward with Points!</b>

Service level agreement application

we are considering investing in a service level agreement application through which we can better monitor and deliver more consistent, and predictable performance levels to our Oracle end users
there are few applications that can do the job, including mercury, bmc, infovista.
for the mercury solution there is a good online webinar coming up
https://placeware.viewcentral.com/events/cust/single_event.asp?cid=mercint&pid=2&payment_type=USD&cbClass=16&signupkey=V-SLM
has anyone used any of these applications for service level monitoring, and can share some thoughts on the selection process?
thanks,
Joe

HI
the BMC's Patrol is very goob monitoring, this work over OS, Oracle and more databases
Check the BMC DBA tools, i don't remember the name, but yu can check it in
http://www.bmc.com
cheers
Mario

Is there any report for service level agreement monitoring?

Regards,
Lament

Hello
To configure the SLR Report, goto transaction DSMOP or DSWP
in soution overview, choose your system (i'm suposing you already configured monitoring for your system)
goto tab Solution Monitoring, choose operations setup on the left, and Service level reporting on the right.
there you can activate service level reporting, and customize your report.
If you need more help, let me know.
Regards
Geert

CRM 2007 New Service Ticket Transaction not visible in WEB UI

Hi Gurus
I don't understand why this is so difficult.
To me I have done everything correctly.
I have a Service Ticket Transaction visible in the WEB IC.
I now want to make it visible for use in the WEB UI, I have set the channel to WEB UI.
Yet when I try to create a new Service Ticket from the Service Professional Role under Service Order the Transaction is not visible. Yet I can can search for the Transactions created in the WEB IC from the WEB UI without an issue.
Maximum Points for the right answer.
Regards
Panduranga

Solved
I needed to add the Service Ticket Object Create option into the Navigation Bar Generic OP Mapping Option.
After that the Transaction Type was visible.

Route calls to two different CSQs, but show single set of Service Level stats on report

We have a single node UCCX 9.0.2 Premium environment to handle our ACD operations. Our agents take inbound customer service, claims and sales calls for a few dozen of our clients. All of these calls are currently taken by the same two teams of people regardless of which client it is for, with the sales calls going to one team and the customer service and claims calls going to the other team. There is a Sales CSQ and Skill for each client, and a Customer Service CSQ and Skill for each client. Currently the caller is presented with a menu giving two options...press 1 for customer service, press 2 for sales.
What we are looking at doing is adding a third prompt specifically for claims. Claims issues are handled by the Customer Service team, but only certain members of the team. Obviously I can create a new CSQ and Skill for Claims for each client, then have the new prompt route to the CSQ for Claims.
The challenging part is the reporting for this. We have to report Service Level statistics for Customer Service calls (but not sales) for each client, to show whether or not we're meeting the service level agreement requirements. The splitting out of claims calls to be handled by specific people is something being requested by our internal management, not the client. But as far as the client is concerned those are customer service calls, they would count toward our customer service SLA, and they expect to see a single SLA statistic reported.
I know that it's only possible to add multiple skills to a CSQ and force agent selection based on a specific skill in CCE (not available in CCX). But is there any way to script my way around this to get the same end result, and have the reporting data still reflect a single set of CSQ service level stats?

Thanks Aaron. We're running HRC right now, but I've been dying to switch us to the version of CUIC that's built in to CCX for quite a while and it appears I may be able to do so soon. I'm hoping to utilize some of the additional flexibility of the saved reporting templates in CUIC to massage the data formatting as needed.
CUIC Premium is something our management will be considering, but I'm anticipating the license for it being very expensive and probably causing them to eliminate it as an option. Unfortunately I haven't been able to get my hands on a demo copy of it to try to "sell" it to them either.
Thanks again for your help Aaron.

Service level

CAn u give the brief explanation for the SERVICE LEVEL AGREEMENT.

SLA is an abbreviation for "Service Level Agreement". It means to have guaranteed reaction or resolving times for incidents trouble tickets.These are defined in project preparation phase and client would have made an agreement with the company for the level of service. The SLA's are applicable in Production as well as maintanence support projects.
The issues or the tickets(problems) which are arised is taken care of on priority basis by the support team consultants.
The work process in support projects are given below for your reference.
1. The customer or the end user logs a call through any tool or by mail (there will be a separate tool for each company)
2. Each one of the support team is a part of support group.
3. Whenever a customer logs a call he /she has to mention to which work group (by name).
4. Once the calls came to the work group the support consultant or the team need to send an IR (Initial Response) to the user depending upon the priority of the calls. (Top,High,Med,Low, - it may be different for companies)
5. Then the error is fixed, debugged by the support consultant or the team. Then after testing properly by generating TR(Transport Request through the basis admin)
6. Then it is informed to the end user/customer/super user about the changes which have moved to the production server by CTS process.
If any configuration or customization is required to solve the issue, then the consultant have to work on DEV Client, then the end user will test it in the QA client and after approval the BASIS consultant has to transport it to the PRODUCTION client.
An example:
Tickets in SD can be considered as the problems which the end user or the employee in the company face while working on R/3. Tickets usually occur during the implementation or after theimplementation of the project. There can be numerous problem which can occur in the production support and a person who is working in the support has to resolve those tickets in the limited duration, every ticket has the particular deadline alert so your responsibility is to finish it before that deadline.
To begin with , we should give "TICKET" to you for not knowing it.
Here is an eg of a ticket raise:
End user is not able to
1. Create Sales order for a customer from a New plant , since shipping point determination is not happened . ( Without Shipping point the document becomes INCOMPLETE and he will not be able to proceed further like DELIVERY, BILLING).
He raises a ticket and the priority is set in one of the below:
1. Low 2. Medium 3. High. 4. Very High
Now you need to solve this ticket. You would analyze the problem and identify that the SP configuration has to be done for the new plant.
You would request a transport for DEV CLIENT to BASIS. You do the change and Request one more Transport to BASIS for QA client. The End user will test the same by creating a sales order for the new plant and approve it.
Finally, you request a transport to move the changes to PRODUCTION. Once the change is deployed in production the TICKET is closed. What I have given is a small example. You would get some real issues with severity HIGH in your day-day support.
Hope this information Helps you.
Best Regards
Silky

Service level aggreement

How to maintain service level agreements with vendors in SAP ? Can we use cotracts for this ?

Hi,
Yes you can use contract to maintain service level agreements with Vendor.
During creation of the service contract (T.code: ME31K) select item category D (Service) in the item overview screen and maintain the service details (Service number, Quantity and price).
Then whenever you need service then you can use this contract and release the contract using ME21N (PO) screen.
Regards
Karthick

Activating Taxes at Service Level

Hello all,
We currently enter taxes at the Line Item level in our POs for Services but we would like to change over to taxes at the Service Level.
I have activated this in out test environment and have come across a problem with existing POs. The system does not re-calculate the taxes if I modify an existing Service line.
ex:
The PO originally had a 12% tax against the service based on the entry at the Line Item level. After we activate the taxes at Service level I update the field in the Service line(12%) and the system applies this in addition to the Line item taxes (there is now 24% applied to the service.) It seems that the system does not re-calculate the taxes to eliminate those from teh Line item level.
We have many open POs that could potentially cause a problem if someone needs to modify the service line for any reason after activation.
Has anyone come across this issue after activating Taxes at Service Line?
Is it possible to force the system to re-caluculate the conditions based on the new tax code?
thanks
Krista

Hi,
I would advice you to read the note 498878.
If you change the settings from tax data at item level to tax calculation at item level, the taxes
at service level are NOT AUTOMATICALLY RECALCULATED in the PO.
The system only recalculates the taxes of a service, if you
make tax-relevant changes (= price change or quantity change
or change of the tax code) at service level.
Regards,
Edit

Set notifications when the time defined in Service Level SLA is exceeded

Hello everyone,
I am looking for ways how to in OSM set a time - service level (*SLA*) for each function of the orchestration.
If time is exceeded for each function, Make a notification to an external system.
You can do things like this at Order and Task Levels, but I do not know how to do this at the level of each function.
Does anyone know how I could solve this issue.
Best Regards,
David Alejandro Leon H.

Hi David,
you have the option of defining a jeopardy on the order based on the expected process duration, which is an attribute of each process.
Go to Order editor, jeopardy tab, conditions and check the third checkbox and leave the first radio button below. Then you would set the desired duration on the process executing your component. You could also link an automator to the notification and do whatever you want.
Now the problem is the Design studio does not let you set the expected duration for a process through the process editor nistead it populates 86400 seconds every time, but if you open the file in the Package Explorer view, you should be able to modify this by editing the file (haven't tested it though), but I believe it should deploy and once it is in the DB model, it should work since this is old 6.3 functionality. Try it andd let me know!
I believe you could even create an SR for the fact the DS does not alloow to set the duration on a process on the grounds of missing functionality which was previously available, unless it was officially deprecated (I am not aware of that), or, unless there is a way to do this with the Studio of which I am not aware.
If this does not work for whatever reason the only way I can think of is declaring the jeopardy notification on the Order and linking a custom rule created for the purpose which would need to be a sql based rule where the PL / SQL would evaluate the duration of the process executing your function. Would be a bit of coding, but I believe you could make it work.
Viktor

CRM Enhanced SLA(Service Level Agreement) not Pausing

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