Testing SLAs for Opportunities in Dynamics 365 - 7 of 7

Colin Maitland, 27 April 2018

↩ Part 6 - Configure Business Logic for SLAs in Dynamics 365

In this article, the final article, in this series I will describe how I tested the SLA and demonstrate the results of a basic test.

The results show that although each of the SLA KPIs are started and stopped when required, the First Response After Quote Accepted By SLA KPI and Order Sent By SLA KPI related Applicable From Failure Time date and times are not accurate because of the fact that these SLA KPIs need to be timed from a different date and time than that used by the First Response By SLA KPI.

Test the SLA

In order to execute a simple and repeatable basic test of the SLA described in this series of articles I created a Workflow Process that to perform each of the record steps such as populating the date and time fields used by the SLA and waiting for a pre-set period of time between steps.

The following image shows the First Response By SLA KPI timer on the Opportunity a short time after the Opportunity has been created and before the Quote Sent date and time has been populated to indicate the Quote has been sent to the Customer.

At this time this is the only applicable SLA KPI for the Opportunity.

The following image shows the Success of the First Response By SLA KPI as a result of the Quote being sent before the Failure Time for the First Response By SLA KPI has been reached.

At this time there are no applicable SLA KPIs for the Opportunity.

The following image shows the First Response After Quote Accepted By SLA KPI and the Order Sent By SLA KPI timers on the Opportunity some time after the Quote Accepted date and time has been populated to indicate that the Quote has been Accepted by the Customer.

This is the point at which these SLA KPIs are not accurate because they are Applicable From the Applicable From date and time rather than form the Quote Accepted date and time on the Opportunity.

The following image shows the Success of the First Response After Quote Accepted By SLA KPI as a result of the Customer being contacted after the Quote has been Accepted and before the Failure Time, albeit incorrect Failure Time, for the First Response After Quote Accepted By SLA KPI has been reached.

This also shows the Send Order By SLA KPI is still active.

The following image shows the Success of the Order Sent By KPI as a result of the Order being Sent before the Failure Time, albeit incorrect Failure Time, for the Order Sent By SLA KPI has been reached.

The following image shows the related SLA KPI Instances for each of these SLA KPIs.

In my next series, ‘Configure Complex SLAs for Opportunities in Microsoft Dynamics 365’, I will demonstrate an approach that resolves the issue highlighted in this series.