Module 3: Service Level Management

Lesson 5: Practice Lab - Building and using SLAs

 Scenario

As a customer service manager at City Power & Light, you need to create service level agreements to help ensure that customer expectations are
met on the timeliness of case handling. In this lab, you will create service level agreements, add SLA details and actions and add the SLA to an
entitlement.

Exercise 1 - Acquire Tenant Information and Connect

 Note: If you have already completed a practice recently, the virtual machine might pickup where you left off and you will not need to login again.
In that case you can skip ahead to exercise two and resume.

Task 1 - Connect to the Power platform administration portal

1. On the Lab Environment menu bar at the top left of the screen, click on the Home Tab.

2. Note the Dynamics 365 Credentials.

 Note: This is a pre preprovisioned Dynamics / Office 365 Trial Account.

3. This is the user name and password you will need to sign in to Dynamics 365. Keep this page open as you will need the information later.

4. Navigate in the browser to the Power platform admin portal at https://admin.Powerplatform.microsoft.com

Exercise 2 - Service Level Agreements

 In this exercise, you will create two SLAs with the following properties:

Cases with Gold service level will generate a warning if they don't get first response in one minute and a failure if they don't get first
response in two minutes. This SLA will send an email when it fails.
All other Cases will generate a warning if they don't get first response in one day and a failure if they don't get first response in two days.

Task 1 - Create the Gold SLA

 In this task, you will create an SLA for Cases with Gold Service Level.

1. Navigate to https://admin.powerplatform.microsoft.com

2. Expand Admin Center and select Dynamics 365.

3. Select your Instance and click Open.

4. Navigate to Settings | Service Management.

5. Go to the Service Terms section and select Service Level Agreements.

6. Click + New.

7. Enter Gold First Response for Name and click OK.

8. Select Created On for Applicable From, select Enhanced for SLA Type, select Allow for Allow Pause and Resume and click Save. DO NOT
navigate away from this page.

Task 2 - Add SLA Details for Gold

 In this task, you will add an SLA Details for the Cases with Gold Service Level.

1. Go to the SLA Details section and click + Add SLA Item Record.

2. Enter Gold Cases for Name and select First Response By KPI for SLA KPI.

3. Go to the Applicable When section, click on the Select text and select Case.

4. Click on the second Select text when it appears to the right and select Service Level.
 5. Click on the third Select text and select Equals.

6. Hover over the Enter Value text and click on the … button.

7. Select Gold and click Add.

8. Click OK.

9. Go to the Success Criteria section, click on the Select text and select Case.

10. Click on the second Select text when it appears to the right and select First Response Sent.

11. Click on the third Select text and select Equals.

12. Hover over the Enter Value text and click on the … button.

13. Select Yes and click Add.

14. Click OK.

15. Go to the SLA Item Failure section and enter 2 minutes for Failure After.

16. Go to the SLA Item Warning section and enter 1 minute for Warn After.

17. Click Save. DO NOT navigate away from this page.

Task 3 - Add Action

 In this task, you will add a failure action that will send an email.

1. Go to the SLA Item Failure section, click Add Step and select Send Email.

2. Click Set Property.

3. Click to select the From field.

4. Go to the Form Assist pane, select Case from the Look For: drop down, select Owning User, and click Add.

5. Click OK.

6. Click to select the To field. Usually, this email will go to the customer and/or to manager, but in this practice, we will just send it to the owner.

7. Go to the Form Assist pane, select Case from the Look For: drop down, select Owning User, and click Add.

8. Click OK.

9. Enter SLA Failure for Subject.

10. Click to select the Body of the email.

11. Type Dear

12. Go to the Form Assist pane, select Customer (Contact) from the Look For: drop down, select First Name, and click Add.

13. Click OK.

14. Start a new line and type This is a test Email ……

15. Start a new line and type Thanks,

16. Start a new line.

17. Go to the Form Assist pane, select Owning User (User) from the Look For: drop down, select Full Name, and click Add.

18. Click OK.

19. Click Save and Close to close the email form.

20. Click Save and Close to close SLA Item editor.

21. Click Activate.

22. Confirm activation. DO NOT navigate away from this page.

Task 4 - Create the Default SLA

 In this task, you will create a default SLA.

1. Click + New.
 2. Enter Default First Response for Name and click OK.

3. Select Created On for Applicable From, select Enhanced for SLA Type, select Allow for Allow Pause and Resume and click Save. DO NOT
navigate away from this page.

Task 5 - Add SLA Details for Default

 In this task, you will add an SLA Details to the default SLA.

1. Go to the SLA Details section and click + Add SLA Item Record.

2. Enter Default SLA Item for Name and select First Response By KPI for SLA KPI.

3. Go to the Success Criteria section, click on the Select text and select Case.

4. Click on the second Select text when it appears to the right and select First Response Sent.

5. Click on the third Select text and select Equals.

6. Hover over the Enter Value text and click on the … button.

7. Select Yes and click Add.

8. Click OK.

9. Go to the SLA Item Failure section and enter 2 days for Failure After.

10. Go to the SLA Item Warning section and enter 1 day for Warn After.

11. Click Save and Close.

12. Click Activate.

13. Confirm activation.

14. Click Set as Default.

15. Click OK.

Task 6 - Edit Entitlement

 In this task, you will edit the Phone Call Only Entitlement you created in early labs and select the Gold First Response Agreement you created in
task 1.

1. Click Switch to Another App and select Customer Service Hub.

2. Click on the Site Map button, click on the … button and select Service Management.

3. Click on the Site Map button and select Entitlements.

4. Click to open the Phone Call Only Terms Entitlement record.

5. Click Deactivate.

6. Confirm deactivation.

7. Locate the Primary Customer field and make note of the owner of this entitlement (Jim Glynn).

8. Locate the SLA field and select Gold First Response.

9. Click Save.

10. Click Activate.

11. Confirm the activation.

Exercise 3 - Test Your Work

 In this exercise, you will test the SLAs you created.

Task 1 - Test Default SLA

1. Click on the Site Map button, click on the … button and select Service.

2. Click on the Site Map button and select Cases.

3. Click + New Case.

 4. Enter Default SLA Case for Case Title, select Coho Winery for Customer, and click Save.

5. Locate the First Response in field and make sure the timer is counting down from two days.

6. Select the SLA tab.

7. The SLA KPI Instance status should be set In Progress.

8. Select the Details tab.

9. Locate the First Response Sent field and select Yes.

10. Click Save.

11. Select the Summary tab.

12. Locate the First Response in field and make sure it is set to Succeeded. You may need to refresh your page. DO NOT navigate away from this page.

Task 2 - Test Gold SLA

1. Click + New.

2. Enter Gold SLA Case for Case Title, select Jim Glynn for Customer.

3. Select Phone Call Only Terms for Entitlement.

4. Select Gold for Service Level and click Save.

5. Locate the First Response in field and make sure the timer is counting down from two minutes.

6. Select the SLA tab.

7. The SLA KPI Instance status should be set In Progress.

8. Select the Summary tab.

9. Locate the First Response in field and wait for it to Expire.

10. The First Response in should start incrementing and it should change color to Red.

11. Click on the Site Map button and select Activities.

12. Change the view to All Emails and select All.

13. You should have one email. Click on the SLA Failure email.

14. Examine the email body and make sure content is what you expected.

 Congratulations! You have now completed this lab.