Enhancements in service level agreements


This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Enabled for Public preview Early access General availability
End users, automatically - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020

Business value

Businesses must ensure that they deliver the right level of support to which their customers are entitled. Service level agreements (SLAs) help administrators define a contractually agreed-on target level and key performance indicators (KPIs) that track the success and failure of SLA metrics.

Feature details

In this release, a new SLA administration experience has been enabled on Unified Interface that brings feature parity with the legacy web client. Administrators can now leverage the various out-of-the-box actions available with Microsoft Power Automate to easily configure actions, such as success, failure, and warning actions for SLAs. For example, the administrator can post a Microsoft Teams message to an agent when an SLA is violated.


Even though Service Level Agreement Unified Client experience is enabled via a separate package, an admin would need to configure the feature. It will not automatically impact the user.

See also

Configure SLAs in Customer Service Hub (docs)