Practice Lab – Service Level Agreements

Scenario

As a customer service manager at City Power & Light, you need to create a Service Level Agreement and make it the default agreement. In this lab, you will create an SLA and test it. This exercise should take approximately 20 minutes to complete.

Exercise 1 – Service Level Agreements

In this exercise, you will create a Service Level Agreement and make it the default agreement.

Task 1 – Holiday Schedule

In this task, you will create a holiday schedule to be used with Customer Service calendars.

1. Open the Customer Service admin center app.

2. Click on Home at the top of the left-hand side navigation.

3. Click on Calendar under Operations section

4. Click on Manage in the Holiday calender area.

5. Click + New.

6. Enter Holidays for Name.

7. Click Create. If a pop-up appears stating “service-level agreements (SLAs) are deprecated in the web client” Click I acknowledge.

8. In the Holidays section, click + New.

9. Enter Local festival for Name and set the Start Date and End Date to be in two days time.

10. Click OK.

11. Click Save & Close.

Task 2 – Customer Service Schedule

In this task, you will create a Customer Service Schedule to use with SLAs.

1. Click on Calendar under Operations section

2. Click on Manage in the Customer Service calender area.

3. Click + New.

4. Enter Customer Service Schedule for Name and Click Create.

5. Uncheck Saturday and Sunday.

6. Click Set Work Hours.

7. Set Start to 9:00AM and End to 5:00PM.

8. Click OK.

9. Set Holiday Schedule to Observe and select the Holiday Schedule you created.

10. Select your local Time Zone.

11. Click Save & Close.

Task 3 – Create Service Level Agreement

In this task, you will create a SLA that sets a 1 hour response time on a problem case.

1. In the Customer Service admin center app, click on SLA KPIs in the Service Terms section.

2. Click + New.

3. Enter Case Response By for Name.

4. Select Case for Entity Name.

5. Select First Response By KPI for KPI FIeld.

6. Select Created On for Applicable From.

7. Click Save. DO NOT navigate away from this form.

8. Click Activate in the command bar.

9. Click Activate.

10. Click on Service Level Agreements in the Service Terms section.

11. Click + New.

12. Enter SLA for Name.

13. Select Case for Primary Entity.

14. Click Save.

15. Click + New SLA Item.

16. Enter Problems for Name.

17. Select the SLA KPI you created for KPI.

18. Select the Customer Service Schedule you created for Business Hours.

19. Under Applicable When, click on Add and Add row.

20. In the left-hand side of the condition, select Case Type (Case).

21. Select Equals for the operator.

22. In the right-hand side of the condition, select Problem.

23. Under Success Conditions, click on Add and Add row.

24. In the left-hand side of the condition, select First Response Sent (Case).

25. Select Equals for the operator.

26. In the right-hand side of the condition, select Yes.

27. Set Warn After to 45 minutes.

28. Set Failure After to 1 hour.

29. Click Save.

30. Click Configure Actions.

31. If prompted to connect to Dataverse, click Continue.

32. Expand the Switch step.

33. In the Non-compliant path, click on Add an action.

34. Search for an select Microsoft Dataverse.

35. Select the Update a row action.

36. Select Cases for Table name.

37. Select Regarding ID for Row ID.

38. Click Show Advanced options.

39. Set Is Escalated to Yes.

40. Click Save and close the Power Automate browser tab.

41. Click Close in the SLA Item dialog.

42. Click Save.

43. Click Activate.

44. Click Activate.

45. Click Set As Default. Click OK in the Change default SLA pop-up.

Task 4 – Service Level Agreement settings

In this task, you will configure the settings for service level agreements.

1. In the Customer Service admin center app, click on Service Terms in Operations section.

2. Click Manage on other settings area.

3. Verify that the Disable SLAs option is set to No.

4. Set the Apply SLA after manual override to Yes.

5. In Select SLA Pause Status, move On Hold and Waiting for Details from Available to Selected.

6. Click Save.

Task 5 – Test Service Level Agreements

In this task, you will test that the SLA is applied to cases. Make sure you are in Customer Service Hub app.

1. Click on Home at the top of the left-hand side navigation.

2. Click on Cases in the Service section of the sitemap.

3. Click + New Case.

4. Enter SLA Test #1 for Case Title and select the Relecloud account for Customer.

5. Select Web for Origin. In the Details tab, select Problem for Case Type. Click Save.

6. Select the SLA tab. You should see the Case Response By SLA KPI in progress with failure time set to 1 hour’s time.

7. Select the Details tab and set First Response Sent to Yes and click Save.

8. Select the SLA tab. You should see the Case Response By SLA KPI.

9. Click Go back, click + New Case.

10. Enter SLA Test #2 for Case Title and select the Relecloud account for Customer.

11. Select Email for Origin and click Save.

12. Select the SLA tab. There should be no SLA KPI items.