Manage SLA KPIs with CRM 2015

So you weren't scared away by the number of acronyms in the title...excellent!

The introduction of Enhanced SLAs in CRM 2015 was a game-changing development for customer service managers. More than anything, Enhanced SLAs (as opposed to Standard SLAs) provided managers with a greater ability to monitor and report on critical SLA KPIs. That said, while charts and dashboards aren't available out of the box,  they're pretty easy to set up!

Below, I'll walk through the entity that will make building these performance management tools possible while also sharing a few examples that might be valuable to you as a customer service manager.

 

The SLA KPI Instance

To build useful views, charts, and dashboards, the entity that you're going to want to focus on is the SLA KPI Instance.

In contrast with Standard SLAs which present SLA details directly on the case record, the SLA KPI Instance entity itself actually compiles KPI data in a list, just like you see in the following screen capture. A 'Regarding' field is used to reference the Case. However, the SLA KPI Instance entity itself actually records the necessary information, including: Start, Warning, Failure, and Succeeded dates.

 

 

Using this entity, you can develop a number of useful charts that get surfaced in your own SLA Performance Dashboard, like below:

 

 

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SLA Chart Examples

Fine-tuning your customer service engine involves identifying and monitoring bottlenecks, tracking service representative performance, as well as overall efficiency and effectiveness.

 

1.  SLA by Type and Status

Leveraging the fact that the SLA KPI Instance tracks a 'Status' value,  it is easy to create charts such as “SLA by Type and Status,” which shows for each measure, the volume of cases sitting in each SLA status.

 

2. Non-Compliant SLAs by Agent

Not only can you track KPIs based on SLA type and status, you can also get a better sense of how well your individual customer service agents are performing. Below, I've shared an example of a chart built around “Non-compliant SLAs by Agent,” which shows non-compliant SLAs based on the owner of the case record.

 

 

3. Average Success Time by Case Priority and SLA Measure

Combining a 'Success Time' field to the SLA KPI Instance entity and using a custom workflow activity to calculate the actual time taken to successfully meet a KPI measure will give you insight into how quickly and easily SLAs are being met, like below.

 

 

Now you have a taste of what's possible with Enhanced SLAs in CRM 2015. This is a great feature for organizations that want to gain actionable insight into their SLA KPIs and customer service performance more broadly. If you're considering making the move to CRM 2015, make sure to review other important features and consider this feature in your upgrade decision-making process.

by Catapult