setting business hours for SLA in dynamic 365

 

Create a customer service schedule

1. Make sure that you have the Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.

   Check your security role

   • Follow the steps in View your user profile.

   • Don’t have the correct permissions? Contact your system administrator.

2. In the Customer Service Hub site map, go to Service Management and select Service Terms > Customer Service Schedule.

    Note

   In the Customer Service app, go to Settings > Service Management and select Customer Service Schedule.

3. To create a customer service schedule, select New.

   -OR-

   To edit a schedule that you already have, select the schedule in the list of records, and on the command bar, select Edit.

4. In the Create Customer Service Schedule dialog box, in the Name box, type a meaningful name for the schedule, like “APAC Customer Schedule”, and select Create.

5. In the Weekly Schedule dialog box, follow these steps:

   1. For work hours, select one of these options:

      • Are the same each day: The schedule is the same for every day of the week. After you select this option, to select the days of the week that the customer support is available, select Set Work Hours.

        To set the work hours for the days, select Set Work Hours. For more information, see the Define work hours for the customer service schedule section in this topic.

      • Vary by day: The new schedule is different for one or more days of the week. After you select this option, select the days of the week that the customer support is available, and also specify the work hours for each day.

      • 24 x 7 support: The customer support is available 24 hours a day, and all days a week.

   2. For Work Days, select the check box for each day that the customer support resources will be available and working.

   3. For Holiday Schedule, select Observe to specify when your service organization will be closed.

      If you selected Observe, select a holiday schedule from the lookup box. More information: Set up a holiday schedule

6. Under Select the time zone, in the Time Zone drop-down box, select the time zone in which your customer support resources will work.

7. Select Save.

   

Define the work hours for the schedule

In the Set Work Hours dialog box, complete the following fields, and then select OK:

• Start

  Select the time the work day starts.

• End

  Select the time the work day ends.

  To add a break in the work hours, like a lunch break, select Add Break, and then select the start and end time of the break.