Work with service-level agreements in Dynamics 365 Customer Service

Business User
Functional Consultant
Dynamics 365
Customer Service


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Dynamics 365 Customer Service includes the ability to define service-level agreements (SLAs) to help organizations meet the desired service levels when providing support to customers. With SLAs, you can track common key performance indicators (KPIs), such as First Response Time and Call Resolution Time, for every case that’s submitted. Additionally, you can create custom KPIs that track business-specific items that are important to your organization.

Learning objectives

In this module, you'll:

  • Set up business hours, closures, and holiday calendars.
  • Create service-level agreements and define their details.
  • Define custom KPIs.
  • Manage service-level agreements.


Basic knowledge of Dynamics 365 Customer Service