SLA usability improvements and enhancements


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Enabled for Public preview Early access General availability
Admins, makers, marketers, or analysts, automatically - - Apr 5, 2021

Business value

Service-level agreements (SLAs) help businesses to define the level of service or support that they agree to offer to a customer in Customer Service. The enhancements in SLAs will enable service administrators and customer service agents to serve customers better.

Feature details

Enhancements to the SLA feature include:

  • Enhanced SLA timer control to show active SLA KPIs for entities that are displayed when users open the respective forms.
  • Improved usability of the Send email via template experience in Power Automate.
  • Display of validation message when the same entity attribute is used for both applicable when and success conditions.

See also

Add an SLA timer to an SLA-enabled entity (docs)