What are these features?
ARC (automatic record creation) rules allow for the automatic creation of records based on a certain set of criteria. For example, a case could automatically be created based on language a customer uses in an email’s subject line. SLAs (service-level agreements) define parameters of a customer’s support agreement with an organization, including but not limited to response time, number of support requests, and KPIs (key performance indicators). These SLAs can then be added to cases to help define the scope of the service agreement.
Migrating to the Unified Interface
Microsoft has created a tool – the ARC & SLA Migration Tool – specifically to assist with the migration of these components from the web client to the Unified Interface. This tool can be run multiple times as needed and provides the user with the ability to pick and choose items to migrate. Furthermore, if a migration fails, the tool will attempt to provide help on why it failed and steps to take to try and fix it.
It is important to note that if your ARC rules use