To create an SLA target for a CRM task definition

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

1. Navigate to Quick Menu > CRM > Configuration > Task Definition. The CRM Task Definition Configuration window is displayed.
2. Expand a category heading from the alphabetical list and select an associated CRM task definition, or type its name into the Search Task Definitions field. By default the list is filtered to show Current definitions. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All 1.
3. Click on SLA. The SLA tab is activated.
4. Click on New SLA. The Task Definition 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 2.
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 drop-down field, select the desired group to receive amber warning alerts for any tasks approaching the target completion date.
12. Using the SLA Missed Escalation drop-down field, select the desired group to receive notification of tasks where the target completion date has been exceeded.
13. Choose an Effective from date for this task definition SLA i.e. the date on which it came into effect 5.
14. Choose an Effective to date if the task definition 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 task definition is displayed in the SLA summary table.
16. Repeat steps 4 through 15 to add a further SLA to the same CRM task definition 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 de-select individual items from the full list, as required; the All tick box will be automatically removed once an item is de-selected.

Note

1 The Search Task Definitions field will match against any element of the method description.

2 Only those companies assigned to the CRM task definition will be available for selection.

3 By way of example, if a ten day SLA target completion period was required, an SLA Period of '10' would be inserted, coinciding with an 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 task maintenance overview

To create a new CRM task definition

To create a new CRM escalation rule