Usability enhancements in service-level agreements
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Oct 4, 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
The enhancements in the SLAs include the following:
Recalculate SLA on case reactivation: When a case is resolved with the SLA in Pending state the SLA will move to terminal status, such as Succeeded. If the case is then reactivated, the customers can choose whether to keep the respective SLAs in the terminal status or recalculate the status based on the current case details. This functionality is offered as an option through the service configuration settings.
Past the deadline, display a timer as running instead of showing terminal status: You can choose to show the timer with elapsed time, even after the SLA has reached the terminal status, such as expired or failed.