Originally covered in February 2021, Automatic Record Creation rules and SLA items in the web client are deprecated, and a removal date now set.
What are Automatic Record Creation rules and SLA items?
Both longstanding components of Microsoft Dynamics 365 Customer Service, Automatic Record Creation and Service-Level Agreements (SLAs) provide valuable automation and support the timely delivery of customer service. As an example, you may have a mailbox that is set up to receive complaint emails from customers. A record creation rule can be set up to automatically create a Customer Service Case when an email is received by that mailbox. Then, if the Case has not been handled within a defined timeframe, the SLA setup can ensure that it is escalated to a senior team member to ensure that it has not been overlooked.
What’s changing as part of this deprecation/removal?
The process of setting up and maintaining Record Creation Rules and SLA items had remained largely unchanged for several years. However, with the modernisation of the Dynamics 365 user interface, the days of the old build and configuration process were numbered. Microsoft have already introduced a method for creating new rules and items via the modern Unified Interface, but existing configurations need to either be migrated or rebuilt to ensure no loss in functionality once the old methods are removed on October 1st, 2022.
My organisation uses Automatic Record Creation and/or SLA items – what do I need to do?
Your first task should be to access the Customer Service Hub app in your environment and navigate to the ARC & SLA Migration tool:
If you do not see this option within your Customer Service Hub app, it might be that the app itself is in need of an update, in which case, speak to your system administrator or support partner.
The ARC & SLA Migration tool has a handy summary screen which will show any configurations that are in need of migration:
If you have no records in the Total column, it might be that you have other custom processes using tools like Power Automate that are providing this functionality. If you have any records showing in the Pending column, then these will be in need of migration.
How do I migrate my Record Creation Rules and SLA items?
Fortunately, the Migration tool provides a step-by-step wizard that will guide you throw the steps you need to undertake. This guide can be found here and will detail any potential issues pre and post migration.
What happens if I have not completion this migration by October 1st, 2022?
Unfortunately, there is every chance that your existing rules and SLA items will stop working, or at the very least, it may be no longer to edit them. Therefore, it is imperative to ensure that your organisation has taken action well in advance of the removal deadline.
Summary
As part of Microsoft’s ongoing modernisation of administration processes, it was inevitable that new, modern methods would be introduced. This does mean some one-off extra admin work to ensure that client systems are prepared. If your organisation is one of those affected by the deprecation/removal and you are an existing Strategy 365 client, get in touch with one of our experts to discuss and plan out your upgrade process.
