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Enable entities for service-level agreements

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You can enable entities for service-level agreements (SLAs) either through the Power Apps portal or your Dynamics 365 Customer Engagement (on-premises) organization.

Important

Only enhanced SLAs can be created for other entities. A standard SLA can be created only for the Case entity.

Prerequisites

Make sure that you have the System Administrator or System Customizer security role or equivalent permissions.

Entities (record types) that support SLAs

You can create enhanced SLAs for entities that are enabled for an SLA. A system administrator or customizer can enable SLAs for the following entities:

  • Account

  • Contact

  • Order

  • Invoice

  • Quote

  • Opportunity

  • Lead

  • Activity entities such as Email, PhoneCall, and Appointment—but not RecurringAppointment or its instances.

    Note

    SLAs can also be enabled for custom entities and custom activities. More information: Enable custom entities for service-level agreements

Enable from Power Apps

  1. Sign in to make.powerapps.com and select your environment.
  2. Select Solutions > Default Solution.
  3. From Objects, select Table.
  4. Find the entity page name on the list and open it.
  5. On the entity page, in the Table properties section, select Properties.
    1. On the Edit table dialog, expand Advanced options.
    2. Go to the Make this table an option when section and select the Setting up service level agreements checkbox.
    3. Select Save.
  6. On the entity page, select Advanced > Publish table.
  7. Go back to Solutions and select Publish all customizations.

Note

  • You can have active SLAs for a maximum of seven entities.
  • We recommend that you have a maximum of five SLA KPIs per entity.
  • You can have a maximum of 100 SLA items per SLA entity; however, we recommend that you have less than 15 SLA items per SLA entity.

Enable from your Dynamics 365 Customer Engagement (on-premises) organization

  1. Sign in to your Dynamics 365 Customer Engagement (on-premises) instance.
  2. Go to Settings > Advanced Settings > Customizations > Customize the System to open the default solution.
  3. Select Entities.
  4. Find the entity from the list and open it.
  5. In the General tab, in the Communication & Collaboration section, select the Enable for SLA (Fields will be created) checkbox.
  6. Select Save and close. SLA is enabled for the entity.
  7. Select Save and close, and then select Publish All Customizations.

Configure service level agreements