Work with service-level agreements in Dynamics 365 Customer Service
Intermediate
Business User
Functional Consultant
Dynamics 365
Customer Service
Service-level agreements (SLAs) turn customer support commitments into measurable targets. In Dynamics 365 Customer Service, you can calculate response and resolution deadlines from business hours, track progress with standard or custom key performance indicators (KPIs), and trigger actions before or after a target is missed. This visibility helps representatives prioritize work and helps service managers identify commitments that need attention.
Learning objectives
In this module, you learn how to:
- Configure business hours and holiday schedules so SLA deadlines reflect actual support availability.
- Translate response and resolution commitments into SLA KPIs and SLA items.
- Define applicability, success, pause, warning, and failure conditions for service targets.
- Trigger notifications and record actions as KPI deadlines approach or expire.
- Apply SLAs to cases, entitlements, and supported custom tables.
- Monitor KPI status and maintain active SLA configurations.
Prerequisites
Basic knowledge of Dynamics 365 Customer Service