SLA Triage — query cases by SLA status

Note

This tool is available by default on the following MCP servers: Dynamics 365 Customer Service. The tools and examples in this documentation illustrate current capabilities. Tool names, descriptions, parameters, response formats, and available functionality can change over time.
When you build agents, integrations, or orchestration logic, don't hard-code dependencies on specific tool names, parameter structures, tool metadata, or response schemas. Instead, design your solution to discover and use available tools at runtime.
As the platform evolves, Microsoft might add, remove, rename, or modify tools and tool metadata. Designing against capabilities rather than specific tool identifiers helps maintain compatibility across service updates.

Use this capability when you want to see which of your cases are at risk of breaching or have already breached their SLA commitments.

What it does

The assistant shows cases filtered by their SLA status. By default, it shows the actionable set: cases that have already breached SLA and cases that are nearing breach. You can narrow the view to just breached or just at-risk cases, filter by priority, scope to your queues or a specific queue, and set time windows like "breaching in the next 4 hours."

Results appear in an interactive SLA triage grid inside chat.

Try prompts like

• "Show me cases at risk of SLA breach"
• "Which cases have breached SLA?"
• "Show cases breaching in the next 4 hours"
• "What needs my attention?"
• "Show high-priority at-risk cases"
• "What SLAs did I miss this month?"
• "Show actionable SLA cases in my queues"
• "Cases with noncompliant First Response By"

What you see in chat

The assistant displays an interactive SLA triage grid as an app-in-chat component. The grid shows cases with their SLA KPI status (breached, at-risk, in-progress), breach time, time remaining, and case priority. Cases are sorted by urgency (most urgent first) by default.

Helpful tips

• Say "at risk" for the combined breached + at-risk view (the default), or be specific with "breached" or "at risk of breaching" to narrow.
• You can combine filters: "high-priority cases breaching in the next 4 hours."
• Use "in my queues" to see both your assigned cases and unassigned queue items.
• Say "what SLAs did I miss this month?" to review historical breaches.
• For the SLA detail on a single case, ask "what's the SLA on CAS-X?" instead.

Tip

Start your day with "what needs my attention?" to get a quick SLA triage view of your most urgent cases.

What happens next

After seeing the SLA triage view, you can continue with prompts like:

• "Summarize the first case"
• "What changed on this case?"
• "Reassign this case to Alex"
• "Show more cases"
• "What's the SLA detail on this case?"

Does this change data?

No. Viewing SLA status doesn't change data.

The SLA triage grid is read-only. Follow-up actions from the grid, such as reassigning or closing a case, can change data. The assistant asks for confirmation before making changes.

What you can do from the app-in-chat component

From the SLA triage grid in chat, you can:

• Browse cases sorted by SLA urgency
• See which KPIs are breached, at-risk, or on track
• View breach time and remaining time for each case
• Select a case to drill into its details
• Ask for more results with "show more"

Prerequisites

This tool requires the following:

• SLAs to be defined

Learn more in Define service-level agreements.

Tool summary

Property	Value
User-facing name	SLA Triage — query cases by SLA status
Internal tool name	query_cases_by_sla_status
Purpose	Returns cases matching an SLA filter, scoped to the current user's assigned cases, their queues, or a specific queue

Tool behavior

Returns cases matching an SLA filter, scoped to the current user's assigned cases, their queues, or a specific queue. The default view returns the actionable set (breached + at-risk cases). Supports narrowing by specific SLA status, time window, case priority, KPI name, and recency filters. Renders an interactive SLA triage grid with pagination.

Annotations

Annotation	Value	Meaning
readOnlyHint	true	This tool does not modify data.
destructiveHint	Not set	Not applicable (read-only tool).
idempotentHint	Not set	Not applicable (read-only tool).
openWorldHint	Not set	Uses default (queries Dataverse).

Input concepts

Scope

Input	Description	Required
scope, assigned_to_me, my_queues, queue	scope (enum: assigned_to_me, my_queues, queue). Defaults to assigned_to_me. Use my_queues to include queue cases not picked by another CSR. Use queue with queueId for a specific queue.	No

Queue filter

Input	Description	Required
queueId	queueId (GUID). Required when scope is queue, ignored otherwise.	Yes

SLA status filter

Input	Description	Required
status, noncompliant, nearing_noncompliance, in_progress	status (enum: noncompliant, nearing_noncompliance, in_progress). Narrows to a specific KPI status. Omit for the default actionable set (breached + at-risk).	No

Widening

Input	Description	Required
includeOnTrack	includeOnTrack (boolean). When true, widens the default set to also include on-track cases. Ignored when status is set.	No

Breach time window

Input	Description	Required
timeWindowHours	timeWindowHours (integer, 1-168). Only KPIs whose breach time is within the next N hours.	No

Recency filters

Input	Description	Required
createdWithinDays, resolvedWithinDays	createdWithinDays (integer) for case creation date, resolvedWithinDays (integer) for resolved/cancelled cases.	No

KPI name

Input	Description	Required
kpiName	kpiName (string). Filters to a specific KPI (e.g. "First Response By", "Resolve By").	No

Case priority

Input	Description	Required
casePriority, high, normal, low	casePriority (enum: high, normal, low). Filters by case priority level.	No

Sort order

Input	Description	Required
sortBy, time_remaining, case_priority	sortBy (enum: time_remaining, case_priority). Defaults to most urgent first.	No

Resolved cases

Input	Description	Required
includeResolved	includeResolved (boolean). When true, includes resolved/cancelled cases for historical review.	No

Pagination

Input	Description	Required
limit, cursor, nextCursor	limit (integer, 1-50, default 50) and cursor (opaque token from previous response's nextCursor).	No

Response and UI behavior

This tool renders an interactive SLA triage grid.

This MCP tool is supported by an MCP app.

Response type

Interactive grid (app-in-chat)

The grid displays cases with SLA KPI status, breach time, time remaining, and case priority. Supports pagination via cursor.

Routing notes

Use query_cases_by_sla_status when:

• The prompt mentions SLA, breach, at-risk, noncompliance, "breaching soon", or "time remaining"
• The user wants an SLA-driven triage view across multiple cases
• The user says "what needs my attention" or "urgent cases"

Don't use query_cases_by_sla_status when:

• Single case SLA detail - route to get_case_sla_status
• General case listing (by status, priority, owner) - route to list_cases
• Personal inbox - route to list_case_inbox_workitems

Related tools

Tool	Relationship
get_case_sla_status	Shows SLA KPI detail for a single case
list_cases	Lists cases by status, priority, or owner without SLA context
list_case_inbox_workitems	Shows the agent's personal inbox of assigned cases
summarize_case	Opens a case with an AI summary for triage
get_case_highlights	Activity digest and triage signals for a specific case

Data mutation classification

Read-only.

The tool queries SLA KPI instances and case records without modifying any data.