Service level agreements (SLAs) are designed to set clear expectations for a company and its customers when service or support is required. When a customer service team tracks its work in the context of SLAs, there are often a range of complex rules and processes that must be defined and managed to ensure all involved parties are giving and getting what they should.
Starting with CRM 2013, Microsoft Dynamics CRM has been releasing an improved set of SLA tools. While the improvements have been broadly welcomed, they also introduce new challenges related to measuring business performance, monitoring customers, managing processes, and, ultimately, verifying compliance with SLA rules.
An SLA managed in Dynamics CRM 2015 can depend on such factors such a...