CRM 2015 SLA New Features – Differences


CRM 2015 SLA is now having 2 main types:

  • Standard SLA
  • Enahanced SLA

Below is a comparison between the 2 types:

Standard SLA Enhanced SLA
Populates First Response by and/or Resolve by values in the case entity. Uses a new entity (SLA KPI Instance) to store this data.
Failure time stamped on case entity attributes. Failure/Warning times stamped on related SLA KPI Instance record displayed via a sub grid in the case form
Timer control based on case entity fields; can be directly added to case form. Timer control based on related SLA KPI Instance fields; can be added using Quick From
SLA Pause/Resume is not available SLA Pause/Resume while SLA Time calculation is automatically paused when a case is put on Hold, also the amount of time on hold is also tracked.

There is system setting that allows pausing cases SLA automatically for certain case status reasons.

The ability to pause can be disabled/enabled for each SLA.

Success actions are not available. Trigger actions when an SLA is successful

Important Considerations:

  • Cannot change SLA type once created.
  • Case SLA cannot be sorted by Enhanced SLA fields as they are now on another entity.
  • Queue Item views cannot display Enhanced SLA fields.
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