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Gap Consulting

Auto SLA Calculator for Microsoft Dynamics CRM

by Gap Consulting
  • App Type

  • Business Need

    Customer Service, CRM
  • Works With

    Microsoft Dynamics CRM 2011
  • Industry Focus

    General - Applicable to All, Professional Services

Gap’s Essentials Auto SLA Calculator tool provides a flexible solution to address the limitations within Microsoft Dynamics CRM to calculate dates and durations while taking in to consideration the concept of ‘working hours’. This enables accurate 'service level agreement' dates to be produced and also enables the production of real time averages of time taken to respond or complete cases or incidents using Microsoft Dynamics CRM's charting capability.

Auto SLA Calculator can return a specific date & time by using a pre-defined 'Auto SLA Definition' record to establish the working day/time after passing a start date/time plus the number of days, hours, and minutes to add or subtract. So for example, if an Auto SLA Definition is configured to represent a working schedule of Monday to Friday, 9am to 5pm and a request record is raised at 4:30pm on a Friday afternoon with the addition of 45 minutes, the calculation will return the date/time of the following Monday at 9:15am.

Alternatively, a start date/time and an end date/time can be passed and the duration and number of minutes (both elapsed and 'working minutes') will be returned.

Auto SLA Calculator for Microsoft Dynamics CRM has not been reviewed by any customers.

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