Here are the steps that you need to follow for configuring SLAs on the above entities. You will have to create your own SLA KPIs, timers, and quick view forms. This is because you will not get the out of the box SLA KPIs for the above entities. Unlike cases, however, you will need to do some extra steps for configuring SLAs on the above entities. I am assuming you are already adept with configuring SLAs for Cases. And yes, custom entities and custom activities as well □.All activity entities (email, appointment, etc.) except recurring appointment. The additional entities with the SLA capabilities are: Of the many new and exciting features, you now have the capability to use service level agreements (SLAs) for entities apart from Case. Hey, congrats on updating to Microsoft Dynamics CRM Online 8.1.
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