Practice Lab – Configure service-level agreements and entitlements

Scenario

As a customer service manager at Contoso Coffee, you need to define predictable response commitments and the support terms available to Relecloud. In this lab, you create service calendars, configure and test a service-level agreement (SLA), and associate an entitlement with an existing case. This exercise should take approximately 45 minutes to complete.

Exercise 1 – Configure service commitments

In this exercise, you create a Unified Interface SLA and an entitlement that uses it.

Task 1 – Create a holiday schedule

In this task, you create a holiday schedule for use with a customer service schedule.

Use the app selector to open Copilot Service admin center.
In the site map, go to Operations > Calendar.
In the Holiday calendar section, select Manage.
Select New.
Enter Contoso Coffee Holidays for Name, and then select Create.
In the Contoso Coffee Holidays section, select New.
Enter Local festival for Name.
Set Start Date and End Date to the same date, two days from today.
Select OK.
Select Save & Close.

Task 2 – Create a customer service schedule

In this task, you define the business hours used to calculate SLA warning and failure times.

Return to Operations > Calendar in Copilot Service admin center.
In the Customer service schedule section, select Manage.
Select New.
Enter Contoso Coffee Support Hours for Name, and then select Create.
Clear Saturday and Sunday.
Select Set Work Hours.
Set the start time to 9:00 AM and the end time to 5:00 PM.
Select OK.
Set Holiday Schedule to Observe, and then select Contoso Coffee Holidays.
Select your local Time Zone.
Select Save & Close.

Task 3 – Create and activate an SLA

In this task, you create an SLA that allows one business hour for the first response to a problem case. You also configure a noncompliance action that marks the case as escalated.

In Copilot Service admin center, go to Operations > Service terms.
In the SLA KPIs section, select Manage.
Select New.
Enter the following values:

Name: Case Response By
Entity Name: Case
KPI Field: First Response By KPI
Applicable From: Created On

Select Save, and then select Activate.
Confirm the activation if prompted.
Return to Operations > Service terms.
In the Service-level agreements (SLAs) section, select Manage.
Select New.
Enter Contoso Coffee Case Response SLA for Name, select Case for Primary Entity, and then select Save.
In the SLA Items section, select New SLA Item.
Enter Problem Case First Response for Name.
Select Case Response By for KPI.
Select Contoso Coffee Support Hours for Business Hours.
Under Applicable When, select Add row and add the following condition:

Case Type (Case) Equals Problem

Under Success Conditions, select Add row and add the following condition:

First Response Sent (Case) Equals Yes

In Warn and Fail Duration, set Warn After to 45 minutes and Failure After to 1 hour.
Select Save.
Select Configure Actions. Power Automate opens in a new browser tab.

[!NOTE] If the flow opens in the new designer, turn off the New designer toggle to use the classic designer. The classic designer surfaces Customer Service fields and choices by their labels. The new designer might require underlying values, which are outside the scope of this Customer Service lab.

If prompted to configure a Dataverse connection, use the current connection and select Continue.
Expand Switch, and then expand the Is Non-compliant path. Don’t modify the predefined trigger or switch steps.
In the Is Non-compliant path, select Add an action.
Search for and select the Microsoft Dataverse Update a row action.
Select Cases for Table name.
For Row ID, insert the Regarding ID dynamic value.
In the advanced parameters, set Is Escalated to Yes.
Select Save, and then close the Power Automate browser tab.
Return to the SLA item dialog, and then select Save and Close.
On the Contoso Coffee Case Response SLA record, select Activate, and then confirm the activation.
Select Set As Default, and then select OK in the confirmation dialog.

Task 4 – Configure and test SLA behavior

In this task, you configure organization-level pause behavior and validate the SLA against two cases. You don’t need to wait for the warning or failure duration to elapse.

In Copilot Service admin center, go to Operations > Service terms.
In the Other SLA Settings section, select Manage.
Confirm that Disable SLAs is set to No.
Set Apply SLA after manual override to Yes.
Under Select SLA Pause Status, move On Hold and Waiting for Details from Available to Selected.
Select Save.
Use the app selector to open Copilot Service workspace.
In the site map, select Cases, and then select New Case.
Enter the following values:

Case Title: SLA Test #1
Customer: Relecloud

At the top of the case form, expand the caret next to Owner, and then set Origin to Web.
On the Details tab, set Case Type to Problem.
Select Save.
Use the form selector to switch to the Enhanced full case form.
Open the SLA tab or SLA details area. Confirm that Case Response By is In Progress and has warning and failure times.
Return to the Multi-session experience form and navigate to the Details tab. Set First Response Sent to Yes, and then select Save.
Return to the Enhanced full case form to view the SLA details and confirm that Case Response By is Succeeded.
Return to Cases, and then select New Case.
Enter the following values:

Case Title: SLA Test #2
Customer: Relecloud

At the top of the case form, expand the caret next to Owner, and then set Origin to Email.
On the Details tab, set Case Type to Request.
Select Save.
Open the SLA details by selecting the Enhanced full case form and confirm that no SLA KPI item was created because the case doesn’t meet the Case Type Equals Problem condition.

Task 5 – Create and activate an entitlement

In this task, you create case-based support terms for Relecloud and associate the SLA with the entitlement.

Use the app selector to open Copilot Service admin center.
Go to Operations > Service terms.
In the Entitlements section, select Manage.
Select New.
Enter the following values:

Name: Relecloud Standard Support
Primary Customer: Relecloud
Start Date: Today’s date
End Date: One year from today
Restrict based on entitlement terms: Yes
SLA: Contoso Coffee Case Response SLA
Allocation Type: Number of cases
Decrease Remaining On: Case Resolution
Total Term: 10

Select Save.
Confirm that Remaining Term is 10.
On the command bar, select Activate.
In the confirmation dialog, select Activate.
Confirm that the entitlement status is Active.

Task 6 – Apply the entitlement and verify term consumption

In this task, you apply Relecloud’s support terms to an SLA test case and resolve it. Because the entitlement decreases on case resolution, the remaining term changes only after you resolve the case.

Keep the current Copilot Service admin center browser tab open. Duplicate the tab, and then use the app selector in the duplicate tab to open Copilot Service workspace. Keep both tabs open throughout the task.
In the site map, select Cases.
Select the My Active Cases view, and then open SLA Test #1.
On the Details tab, select Relecloud Standard Support in the Entitlement field.
Select Save.
In the Copilot Service admin center browser tab, return to the Relecloud Standard Support entitlement and confirm that Remaining Term is still 10. The term decreases when the associated case is resolved.
In the Copilot Service workspace browser tab, return to SLA Test #1.
On the command bar, select Resolve case. You might need to select More commands (…) to find the action.
If a message indicates that the case has an open activity, select Confirm.
In the Resolve Case dialog, select Problem Solved for Resolution Type.
Enter Validating entitlement term consumption for Resolution, and then select Resolve.
In the Copilot Service admin center browser tab, return to Relecloud Standard Support.
Select Refresh in the command bar.
Confirm that Remaining Term is now 9.