Complex SLA 6 - Configure SLA Instance Business Logic in Dynamics 365

Colin Maitland, 21 June 2018

↩ Part 5 - Configure Multiple SLAs with SLA Instance in Dynamics 365

In this article I will describe some business logic that needs to be implemented for Opportunities and SLA Instances for the effective operation of the Opportunity related SLA Instances related SLA described in this series.

Configure Opportunity and SLA Instance Business Logic

For this scenario you will also need to implement manual or automated processes to perform the following steps on the Opportunity:

• •Create an Opportunity related SLA Instance with the KPI set to ‘First Response By’ and Applicable From date/time set to the Created On date/time of the Opportunity. Assign the Opportunity SLA to this SLA Instance. This will trigger the start of the First Response By SLA KPI based on the name of the SLA Instance, i.e. ‘First Response By’.
  
  
• •Set the Quote Sent date/time on the Opportunity when the Quote is sent to the Customer. This is the Success Criteria for the First Response By SLA KPI.
  
  
• •Set the Quote Accepted date/time on the Opportunity when the Customer accepts the Quote.
  
  
• •Create an Opportunity related SLA Instance with the KPI set to ‘First Response After Quote Accepted By’ and Applicable From set to the Quote Accepted date/time of the Opportunity. Assign the Opportunity SLA to this SLA Instance. This will trigger the start of the First Response After Quote Accepted By SLA KPI based on the name of the SLA Instance; i.e. ‘First Response After Quote Accepted By’.
  
  
• •Create an Opportunity related SLA Instance with the KPI set to ‘Order Sent By’ and Applicable From set to the Quote Accepted date/time of the Opportunity. Assign the Opportunity SLA to this SLA Instance. This will trigger the start of the Order Sent By SLA KPI based on the name of the SLA Instance; i.e. ‘Order Sent By’.
  
  
• •Set the First Response After Quote Accepted date/time when the Customer is contacted after the Quote was Accepted. This is the Success Criteria for the First Response After Quote Accepted By SLA KPI.
  
  
• •Set the Order Sent date/time when the Order is sent to the Store. This is the Success Criteria for the Order Sent By SLA KPI.
  
  

In my next, final article in this series I will describe how I tested the SLA and demonstrate the results of a basic test.