1

Business hours should navigate to the customer service schedule rather than the Holiday schedule

Ask:

=======

When we open the SLA's, From the SLA Items gird when we click on the Business Hours, it is suppose to navigate to the Customer service schedule but rather it is navigating to Holiday schedule.


We have been informed that it is currently expected that Th...

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Routing, SLA) (69)

STATUS DETAILS
New
9

Emails from queue items that do not meet the filter criteria in ARC are marked inactive

ALL queue items, regardless if the condition in the ARC applies or not, are ALWAYS deactivated. According to Microsoft documentation this is a standard behaviour: "When an automatic record creation ARC rule is applied to an Email queue item, it gets deactivated".


Then...

Read more...

2 Comments

Read more... 2 Comments

Category: Customer Service (Routing, SLA) (69)

STATUS DETAILS
New
1

Use SYSTEM account for running SLA flows

I would like the new modern SLA flows (i.e. Power Automate version) to run under the context of the SYSTEM account, the same way they did with the "classic" SLA flows. The fact about modern SLA flows running under the context of the last user who updated them has come back to bite us. A particu...

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Routing, SLA) (69)

STATUS DETAILS
New
3

Increase maximum number of KPI's (entities and KPI's per entity)

I am presently working for a Government Customer who deals inter-agency and with Local Councils in relation to land planning activities such as; subdivision, certificate of titles, amalgamation, strata plans. As this process spans a number of agencies and legislation mandates that they manage th...

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Routing, SLA) (69)

STATUS DETAILS
New
4

Time until Case resolved

When working with a client who uses Customer Service we can use the Out of the box functionality to measure how long it took to do certain things with a case through SLAs. What we found out that you can not measure, is the total worktime from SLA expiration to Case resolved. Meaning that we can't...

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Routing, SLA) (69)

STATUS DETAILS
Needs Votes
2

New SLA Timer Control - date due

The new SLA timer controls look amazing in enhanced SLA. However they only show the countdown and our users want to see the date due (resolve by date as an example) and not necessary a timer countdown. Another control option with this date or both the date/countdown would be great.

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Routing, SLA) (69)

STATUS DETAILS
Needs Votes
1

SLA KPI - Manual creation utility

Sometime the SLA tracking fails to generate in the new UI model. However there is no way to create the instance manually after the Case is created to retroactively create what the system failed to generate. Adding a manual creation route to fix these instances would be a huge benefit. Having a...

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Routing, SLA) (69)

STATUS DETAILS
Needs Votes
1

SLA - Extra time

Many companies internal processes allow 'extra time' on-top of an SLA if a specific event occurs (for instance, a customer doesn't answer the phone). The company wishes to report on this SLA as been granted extra time, but not failed. Grant customer service managers the ability to extend an SLA ...

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Routing, SLA) (69)

STATUS DETAILS
Needs Votes
3

Use template for SLA flows

It would be very helpful and time saving to enable the definition and use of template flows for SLA flows. The SLA flows of different SLAs are often exactly the same. Only reaction times or working hours vary (which are defined on the SLA, not the flow).

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Routing, SLA) (69)

STATUS DETAILS
Needs Votes
2

Allow SLA Items to be disabled/deactivated on SLA from Unified Interface

At the moment, you can create, delete and edit. However, sometimes you need to disable a particular SLA Item temporarily without having to recreate them when you need it in the future.

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Routing, SLA) (69)

STATUS DETAILS
Needs Votes