Implementing Microsoft Dynamics 365 Customer Engagement

SLAs

Dynamics 365 CE allows us to set up SLAs for our customers to provide them with a quality service. Setting up SLAs for our customers ensures that the customers are attended to in time. By default, an SLA is only enabled for case entities, but we can enable it for other entities by modifying the entity definition. We can create two types of SLA, as follows:

• Standard: This type of SLA can be only created for case entities, and it can't be paused.
• Enhanced: This type of SLA can be created for any entity. We can pause this type of SLA if required.

Once an SLA is created, we can set up SLA items. For SLA items, we can define the following properties:

Section	Description
Application When	Here, we provide conditions of when this SLA ...