Need Insights on SLAs

[RahiDroid]

🚀 Feature Request

Description

Hi team,

I can see SLAs, but I am not sure how I can create them. If there's any documentation around it, please share. If any access needs to be granted, please do it for the entire Sales team.

Mockups or References

[KanchanChauhan]

@RahiDroid We were informed that we do not use SLAs in our workflows as of now, so hid it from Next CRM.
Just in case it seems like something you want to use, there is a documentation on it https://docs.frappe.io/crm/service-level-agreement

[RahiDroid]

@KanchanChauhan Yes, it's not part of existing workflow. But we're interested in introducing it to the team, please enable it.

[RahiDroid]

@KanchanChauhan I was looking at the wrong SLA, I do have access to create a CRM SLA here, https://erp.rtcamp.com/app/crm-service-level-agreement

However, I don't have access to assign a priority. Can you please grant it? And other access too, whichever is relevant for me to be able to create SLAs and setup notifications.

[RahiDroid]

@KanchanChauhan Gentle reminder for this.

[KanchanChauhan]

@RahiDroid Please check you should be able to create SLA now.

[RahiDroid]

@KanchanChauhan I am able to create the SLAs, I wanted to know if we can trigger email notifications or Slack notifications based on those SLAs, and how much effort would it be to implement something of that sort.

We can get on a call to discuss further.

[KanchanChauhan]

@RahiDroid Email Notifications yes we can trigger, but for Slack we will have to develop APIs and integrate them to Slack Connector. It is doable, though.

[RahiDroid]

@KanchanChauhan We're fine with email notifications for now, Slack can be done in future on lower priority. Can we please have email notifications as soon as possible?

I've already setup an SLA called Turn Around Time. The idea is to trigger an email notification to Opportunity Owner if last email received was more than 12 hours back and we haven't responded yet.

We also want all Open Opportunities to have this SLA enabled by default, shouldn't be done manually for individual opportunity.

[KanchanChauhan]

@niraj2477 @Aryan20 SLA does not trigger on every communication, it triggers only on creation of new opportunity.
Requirement is to trigger email notification everytime any communication is not replied for 12 hrs.

We can use Communication Status field to update the value as Open when Communication is received and mark it as Replied when Communication is sent.

[KanchanChauhan]

@shivamsn97 In CRM Service Level Agreement, Priorities childtable there is option to add First response time, similar logic we need for all communication.
Add Communication Response Time and Email template in the childtable.
We need to check the last thread on Gmail Thread. If the Status is Received, based on created date if it is greater than Communication Response Time, need to trigger email reminder.