Scott LeFante Avanade Director / Global Field Service Architect

In many instances, a customer calls into a call center for an issue. If it meets an SLA condition, the clock starts. Many customers have SLAs for First Response (Case), arrival and resolution. In many instances, Arrival KPI / SLA begins on first call, not when the Work Order is converted from a case (it would be when the case was logged). Example would be: some troubleshooting is performed remotely / over the phone. Nothing works so now we have to send a tech onsite. It would be great to have a optional function (turn on or off like a system setting): convert to work order with SLA - this means the timer on the case would stop, once converted to a WO, but the SLA on the Work Order would be inherited from the case itself, not start over.

Currently, when using the schedule board and setting up resources, you can select follow business closures. Those business closures are universal, regardless of region and the holidays (example: US has Thanksgiving Day, Canada has Boxing Day). It would be ideal to be able to utilize the following components: Holiday Schedule (under service management) Customer Service Schedule (under service management) On the Bookable Resource entity is a field called Calendar. This is where you can specify the customer service calendar created. The customer service calendar also includes the holiday schedule list. This would allow organizations to setup holidays by country / region, a schedule by country/region and then associate that to resources. When associated with a resource, the resources work hours would populate based on the holiday schedule / customer service schedule linked to it.

Currently the Time Off Request functionality only has a button to approve. When it's approved, it automatically inactivates the record. I'd like to see this process revamped: 1) Approve or Reject Time. A manager (if Time Off Approval is required) should have to approve or reject. 2) when the record is created, there should be a process (Microsoft Flow Approvals template) that gets sent to manager to review and approve/reject. 3) If approved, the calendar is blocked for that day for the resource on the schedule board - BUT the schedule board should show the Time off record so dispatchers are aware (currently doing this with extending URS to include TOR records) 4) if rejected, then no updates to the resources calendar/work time 5) If previously approved but the resource has to cancel, they shoudl be able to cancel this record and a process in the background updates the Schedule Board and the Resources work hours.