Service Level Agreements

Service Level Agreements

Service Level Agreements offer an easy way to track the time it takes your service representatives to solve support requests. Service Level Agreements are also the first step toward crafting key performance indicators (KPIs) and tracking your performance against those KPIs. Your support representatives see them as timers on record forms where they indicate remaining time until (or time passed since) prescribed time it takes to solve a support request.

Service Level Agreements allow CRM users to pause the timer depending on the status reason of the support request. For example, if a service representative is waiting on certain information from the customer, the status reason “Waiting on Customer” will pause the timer until the status reason changes. Important to note is that time on hold is also tracked and can be reported on.

Follow these steps to create a Customer Service Schedule:

  1. Navigate to Settings, then Service Management.
  2. Click on Customer Service Schedule under the Service Terms section.
  3. To create a new Customer Service Calendar click on New on the command bar.
  4. A dialog will appear. Follow instructions and populate fields with weekly schedule information.

For detailed instructions on how to set up Customer Service Schedule please visit PowerObjects blog.

Listed below is how to create a Customer Service Schedule:

  1. Go to Settings à Service Management.
  2. On this page, find “Customer Service Schedule” under the Service Terms section.
  3. There will be a view of all of the Customer Service Calendars. To create a new one, go to the command bar and select “New“.
  4. A popup will show up. This is where you add the name of the Customer Service Schedule – the description field is optional. Once you are done filling in the information, select “Create“.
  5. Once you have selected that, another popup will show up. This is where the weekly schedule can be customized to your organization’s needs.

Work Hours

  • Are the same each day – All there needs to be done for this feature is setting your organizations work hours, which is done by simply selecting the link “set work hours.”
  • Set Work Hours – If you selected this link, another popup will show up. From here, you can set the start and end time to your organizations working hours. You also can set breaks throughout the day as well.
  • Vary by day – Does your organizations service schedule vary from day to day? If so, use this feature. Once it is selected, a drop down will populate to identify the hours of operation for each day of the week.
  • 24/7 Support – Select this option if your organization operates 24 hours a day, 7 days a week.

Work Day

  • If you selected “are the same each day” under the work hours section, you will be able to check which workdays your organization operates in the work days section.
  • If the 24/7 support button was selected in the work hours, these work days will be grayed out.

Holiday Schedule

  • Observe – This is where you can choose which Holiday Schedule is associated with the Service Schedule. When this button is selected, a lookup field will show up below. Select the lookup icon and a list of all the active Holiday Schedules in your CRM will populate. From here, choose the appropriate Holiday Schedule to associate it with the given Service Schedule.
  • Do not observe – If the service schedule does not observe any holidays, select this button.

Time Zone

  • Specify which time zone your organization operates in
  1. Once all of the weekly schedule information is completed, select “Save and Close

Now you have successfully created a service schedule along with adding a holiday schedule. If your organization needs more than one service schedule, that can be done as well. Repeat the steps 3-6 to accomplish this.



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