Summary

  • 2 minutes

Service-level agreements (SLAs) in Dynamics 365 Customer Service connect measurable service commitments to cases and other SLA-enabled tables. SLA key performance indicators (KPIs) track time-based outcomes, while SLA items define when each KPI applies, what success means, and which warning, failure, or success actions run.

This module explains how to:

  • Configure customer service schedules, work hours, time zones, breaks, and holiday schedules for business-time calculations.
  • Create and activate SLA KPIs, including start fields and pause conditions.
  • Create SLAs and define SLA items with applicability, success, duration, and action rules.
  • Enable custom Dataverse tables for SLAs and add SLA KPI Instance lookup fields and timer controls.
  • Apply SLAs automatically, through case entitlements, manually, or as defaults.
  • Manage pause-condition precedence and display KPI status with the SLA Timer component.

These components work together to select the appropriate service commitment, calculate its targets, notify responsible people, and show representatives the current KPI status.

Entitlements complement SLAs by defining a customer's support terms, including available case quantities and support channels. Continue with entitlement configuration to connect those terms to the appropriate SLA.