Work with entitlements and service level agreements in Dynamics 365 Customer Service

Business User
Functional Consultant
Dynamics 365
Customer Service

This learning path focuses on working with entitlements and service level agreements in Microsoft Dynamics 365 Customer Service.


  • Have a trial subscription or access to Dynamics 365 Customer Service
  • Basic understanding of how to navigate in the Dynamics 365 application
  • Working knowledge of the core records available

Modules in this learning path

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.

This module will focus on Microsoft Dynamics 365 entitlements and how they're used to define and track information about support contracts. It includes information about creating and defining entitlements, setting up entitlement terms and types, defining related records, and managing the entitlement lifecycle.