SLA usability improvements and enhancements
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 |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | - | 
Apr 5, 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
Enhancements to the SLA feature include:
- Enhanced SLA timer control to show active SLA KPIs for entities that are displayed when users open the respective forms.
- Improved usability of the Send email via template experience in Power Automate.
- Display of validation message when the same entity attribute is used for both applicable when and success conditions.