To create an SLA target for a CRM subject

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The procedure to create an SLA target for a CRM subject is as follows:

  1. Navigate to Quick Menu > CRM > Configuration > Subject. The CRM Subject Configuration window is displayed.
  2. Expand a type heading from the alphabetical list and select an associated CRM subject, or enter its name into the Search CRM Subject field. By default the list is filtered to show Current subjects. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All 1.
  3. Click on SLA 2. The SLA tab is activated.
  4. Click on New SLA. The Subject SLA window is displayed.
  5. Using the Companies drop-down field, multi-select all companies for which this SLA is relevant, or choose the All option, as required 1.
  6. Using the Calendar drop-down field, select the calendar that reflects the required period structure for SLA calculations.
  7. Using the SLA Unit drop-down field, select an appropriate frequency parameter for the target completion period e.g. Minutes, Days, Weeks, Months, etc.
  8. Enter the SLA Period value into the field provided i.e. the SLA Unit multiplier 3. The Up and Down arrows are available to increment or decrement the value, as required.
  9. Using the Amber Warning Unit drop-down field, select an appropriate advance warning frequency parameter, used to trigger an escalation alert prior to the target completion date being reached e.g. Minutes, Days, Weeks, Months, etc.
  10. Enter the Amber Warning Period value into the field provided i.e. the Amber Warning Unit multiplier 4. The Up and Down arrows are available to increment or decrement the value, as required.
  11. Using the Amber Warning Escalation Group drop-down field, select the desired group to receive amber warning alerts for any cases linked to this subject that are approaching the target completion date.
  12. Using the SLA Missed Escalation Group drop-down field, select the desired group to receive notification of any cases linked to this subject where the target completion date has been exceeded.
  13. Choose an Effective from date for this CRM subject SLA i.e. the date on which it came into effect 5.
  14. Choose an Effective to date if the CRM subject SLA is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the SLA will never expire.
  15. Click on Confirm. The new service level agreement for the CRM subject is displayed in the SLA summary table.
  16. Repeat steps 4 through 15 to add a further SLA to the same CRM subject 6.
  17. Click on Save.


Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then deselect individual items from the full list, as required; the All tick box will be automatically removed once an item is deselected.

Note

1 The Search CRM Subject field will match against any element of the description.

2 This option is inactive for CRM subjects where the attribute Communication Subject Only or Advice Only has been defined.

3 By way of example, if a ten day SLA target completion period was required, a SLA Period of '10' would be inserted, coinciding with a SLA Unit of 'Days'.

4 By way of example, where an amber warning alert was required five days prior to the target completion date, an Amber Warning Period of '5' would be inserted, coinciding with an Amber Warning Unit of 'Days'. The SLA warning period must always be less than or equal to the SLA target completion period.

5 The Effective from date defaults to the current system date and cannot be left blank.

6 Only one SLA rule can be effective for a single company at any one time; where overlapping Effective from and Effective to dates are detected, the user will be asked to amend the values accordingly.


See related topics...

CRM subject maintenance overview

To create a new CRM subject

To create a new CRM escalation rule