Dynamics 365 CE allows us to set up SLAs for our customers to provide them with a quality service. Setting up SLAs for our customers ensures that the customers are attended to in time. By default, an SLA is only enabled for case entities, but we can enable it for other entities by modifying the entity definition. We can create two types of SLA, as follows:
- Standard: This type of SLA can be only created for case entities, and it can't be paused.
- Enhanced: This type of SLA can be created for any entity. We can pause this type of SLA if required.
Once an SLA is created, we can set up SLA items. For SLA items, we can define the following properties:
| Section | Description |
| Application When | Here, we provide conditions of when this SLA is applied to the entity record. |
| Success Criteria | Under this, we provide conditions of when the SLA is considered as successful. |
| Success Actions | Here, we provide steps that will be performed when the SLA is successful. |
| Failure Action | This defines the action that will be performed when the success criteria are not met. |
| Warning Actions | Here, we define a warning time; in other words, when it should start showing a warning message to the user before executing failure actions. |