Configure service-level agreements in Dynamics 365 Customer Service (2023)

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  • 9 minutes to read


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With service-level agreements (SLAs) configured in Customer Service Hub, you can:

  • Use out-of-the-box actions in Microsoft Power Automate.
  • Define work hours, and pause and resume SLAs at the SLA KPI level and SLA item level, which help track SLA items for different work hours based on priority and criteria. The pause settings at SLA KPI level or SLA item level give you added flexibility to define pause conditions at a more granular level.
  • In a case lifecycle, multiple SLA KPIs can be triggered at different start points. The following illustration depicts how you can define an overall resolution time, and also specify SLA KPIs at different start points.

Configure service-level agreements in Dynamics 365 Customer Service (1)

To configure SLAs in Customer Service Hub:

  1. Review prerequisites.
  2. Create SLA KPIs.
  3. Create SLAs.
  4. Apply SLAs


Review the following requirements before configuring SLAs for your organization:

  • The System Administrator, System Customizer, or Customer Service Manager role is assigned to you. Additionally, make sure that the following permissions have been granted in Security > Security Roles > Custom Entities:

    • CSR Manager
      • Connector: All permissions at the business unit level.
      • SLAKPI: Create permission at the business unit level, delete permission at the parent-child level, and other permissions at the organization level.
      • ProcessStageParameter: All permissions at the business unit level.
    • Customer Service Representative: Read permission at the organization level for the SLAKPI entity.
  • Identify target entities and add customizations. To add customizations in target entities to track SLAs, follow these steps:

    1. Create a lookup field on the entity for which an SLA has to be configured, and relate it to an SLA KPI instance. Lookup fields are created so that you can view the SLA in the timer on the entity form and track your SLAs. To learn more, see Create and edit fields.For example, to track an SLA on a case for "escalated by KPI", you need to create a field as EscalatedByKPI on the Case entity, and provide the Data Type as Lookup and Target Record Type as SLA KPI Instance.

    2. Use the lookup field to configure a timer to help users estimate the amount of time they have to complete a task—typically as specified in an SLA.
      To configure a timer, add the timer control to an entity form. The timer control initially displays a countdown timer to show the time remaining to complete the task. To learn more, see Add a timer control to the Case form to track time against an SLA.


  • In Unified Interface, the Elapsed Time and Paused On attributes of an SLA KPI Instance contain values equivalent to the Onhold Time and Last Onhold Time attributes respectively, of the target record, such as, case and account in the web client.
  • Once the SLA KPI Instance reaches the terminal state (Succeeded or Noncompliant), the Paused on and Elapsed Time will no longer be calculated.

Create SLA KPIs

SLA KPIs are performance indicators, such as First Response or Resolve by, that you'd like to track.

You can create SLA KPIs from the Customer Service admin center or Customer Service Hub app.

(Video) Customer Service Hub tutorial | Dynamics 365 Customer Service

  1. Go to one of the apps, and perform the following steps.

    • Customer Service admin center
    • Customer Service Hub
    1. In the site map, select Service Terms in Operations. The Service Terms page appears.
    2. In the SLA KPIs section, select Manage.

    The Active SLAKPIs view is displayed. Select the SLA for which you want to add an SLA item.

  2. Select New. The New SLA KPI page appears.

  3. Enter the following details on the General tab:

    • Name: The name of the SLA KPI.

    • Owner: The user creating the SLA is populated by default. You can specify a different owner.

    • Entity Name: Select the entity for which the KPI must be measured.

    • KPI Field: Select the respective KPI field. For example, if you're creating an SLA KPI to define the time within which a first response should be sent to the customer, select FirstResponseByKPI in the list.

    • Applicable From: Select a value based on which the warning and failure time will be measured. For example, if you select Created On, the warning and failure start time for an SLA will be calculated from the date and time when the entity was created.

  4. Select Save.

  5. To define the pause criteria at the KPI level, in the Pause Conditions section that appears, do the following:

    1. Set the toggle to Yes for Override Criteria. If any pause settings are applied at the entity level for your org, they will be overridden by the criteria define at the KPI level. For the other KPIs, the entity level pause settings will continue to function if no pause criteria is defined at the KPI level.
    2. Select Add to define the conditions in which the SLA KPI can be paused.


    At runtime, when you pause an SLA KPI instance and resume it, the SLA KPI instance is canceled and a new SLA KPI instance is created.

  6. Select Activate. The SLA KPI is saved and activated.

Create SLAs

Create SLAs to define conditions and actions that are applicable when an SLA is applied to an entity. The following steps are involved in creating the SLA:

(Video) SLA Action Configuration using Power Automate | SLA Fail, SLA Success, SLA Warning | Dynamics 365

  1. Create an SLA.
  2. Create an SLA item.
  3. Configure actions for the SLA item.
  4. Activate the SLA.

Create an SLA

You can create an SLA from the Customer Service admin center or Customer Service Hub app.

  1. Go to one of the apps, and perform the following steps.

    • Customer Service admin center
    • Customer Service Hub
    1. In the site map, select Service Terms in Operations. The Service Terms page appears.
    2. In the Service Level Agreements (SLAs) section, select Manage.

    The All Service Level Agreements view is displayed. You can switch between various system views using the drop-down list.

  2. Select New. The New SLA page appears.

  3. On the General tab, do the following:

    • Name: Enter a name for the SLA.
    • Primary Entity: Select a value in the box.
    • Description: Enter a description for the SLA.
  4. Select Save. The SLA Items section appears on the page, and the SLA is saved. You can perform the steps to create SLA items as described in the following section.

Create an SLA item

You can create an SLA item from the Customer Service admin center or Customer Service Hub app.

  1. Go to one of the apps, and perform the following steps.

    • Customer Service admin center
    • Customer Service Hub
    1. In the site map, select Service Terms in Operations. The Service Terms page appears

    2. In the Service Level Agreements (SLAs) section, select Manage.

      The All Service Level Agreements view is displayed. Select the SLA for which you want to add an SLA item.

  2. On the page that appears, select New SLA Item. The New SLA Item dialog box appears.

  3. On the General tab, enter the following details.

    • Name: Enter a name.
    • KPI: Select an SLA KPI.
    • Allow Pause and Resume: (Optional.) Enable this option if you want the SLA to be paused during the time the record is on hold. For each entity that's enabled for the SLA, you can set each status that will be considered "on hold" in the Service Management > Service Configuration Settings page.
    • Business Hours: (Optional.) Select a value to assign business hours. The SLA is calculated based on the business hours and business closure that you define. More information: Create customer service schedule and define the work hours.
  4. In the Applicable When section, define the conditions for the entity when the SLA can be applied. We recommend that you don't use case fields that are updated too frequently, because any change to the field value might lead to the SLA item being canceled.

  5. In the Success Conditions section, define the conditions that specify the success criteria of the SLA.

    (Video) Session - 11 D365 CE Customer Service - Part 3 - SLA & Service Management Configuration


If you specify the success condition on the same entity on which applicable when is defined, a recommendation message will be displayed with the suggestion that you don't use the same entity. You can choose to select OK if your organization needs the conditions to be configured on the same entity.

  1. In the Pause Configurations section that appears only when Allow Pause and Resume is enabled, do the following:

    1. Set the toggle to Yes for Override Criteria to pause the SLA item. This setting overrides the pause settings defined at the entity level, if any, in Service Configuration or at the SLA KPI level.
    2. Select Add to define the conditions for pausing the SLA item.

    Configure service-level agreements in Dynamics 365 Customer Service (2)

  2. In the Warn and Fail Duration section, specify the values to trigger notifications when an SLA is missed.


The failure and warning time is calculated after considering the business hours selected in the SLA record. If you don't set the business hours record (customer service schedule), the work hours are considered to be all day, every day.

  1. Select Save.

Configure actions for the SLA item

  1. On the SLA page, select the SLA item, and then select Edit SLA Item. The SLA item page appears.

  2. In the Actions area, select Configure Actions. The Power Automate application opens on a new tab where you can configure the actions and reminders for agents to keep track of their SLAs.

  3. Perform the following steps in Power Automate:

    a. Accept the default settings or select the ellipsis to configure a connection.

    b. Select Continue. The predefined flow that's specific to the SLA appears.


    We recommend that you don't edit the predefined flow, which can cause breaks in the flow, and the SLA might not work as defined.

    (Video) MB230 Dynamics 365 Customer Service Quiz - Service Level Agreements

    c. Select Switch. The following condition steps are displayed for each of which you can configure a required action:

    • Is Nearing Non-Compliance: Will run when the warning time is reached for the SLA.
    • Is Succeeded: Will run when the SLA succeeds.
    • Is Non-compliant: Will run when the SLA fails.

    d. Select [Do not delete or update] Is Nearing Non-Compliance > Add an action. The Choose an action area appears, in which you can configure the action that must be performed when the warning time has been reached for the SLA.

    e. In Choose an operation, search for an action, such as Perform an unbound action, and select it.

    f. In Action Name, select msdyn_SendEmailFromTemplate, and configure the following options that are displayed for the action:

    • From
    • To Item
    • Cc Item
    • Regarding
    • Template


    To obtain the value for the Template field, see Open Data Protocol.

    g. Repeat the steps to configure the actions for Is Succeeded and Is Non-compliant.

    A sample screenshot of the configured action is as follows.

    Configure service-level agreements in Dynamics 365 Customer Service (3)

    h. Save and exit Power Automate.


    More information: Configure connectors in Power Automate

  4. Select Save & Close on the SLA item dialog box.

  5. Define as many SLA items as you need.

  6. Select Activate. The SLA is activated.

    (Video) Dynamics 365 v9 deprecated Features - Standard SLAs | Service level agreements

Apply SLAs

To understand how you can apply SLAs, see Apply service-level agreements

See also

Enable entities for service-level agreements
Troubleshoot issues in SLAs


How many types of SLA are there in Dynamics 365? ›

Dynamics 365 Customer Engagement (on-premises) includes two kinds of SLAs, standard and enhanced.

What is the SLA with Microsoft Dynamics 365? ›

Service-level agreements (SLAs) in Dynamics 365 Customer Engagement (on-premises) help you define the level of service or support that your organization agrees to offer a customer by including items to define metrics or key performance indicators (KPIs) to attain the service level.

How do I enable SLA on an entity in Dynamics 365? ›

Go to Settings > Customizations. Select Customize the System. In the solution explorer, in the left nav pane, select the entity that you want to enable for SLA. Under Communication & Collaboration, select the Enable for SLA check box.

How do I create a SLA for a service? ›

How to write an SLA
  1. Evaluate your current service levels. ...
  2. Identify your objectives. ...
  3. Choose a contract format. ...
  4. Determine the level of service. ...
  5. Articulate the terms of the agreement. ...
  6. Clarify performance expectations. ...
  7. Outline payment expectations. ...
  8. Include appendices if necessary.
8 Jun 2021

What are the three types of SLA structures? ›

ITIL focuses on three types of options for structuring SLA: Service-based, Customer-based, and Multi-level or Hierarchical SLAs.

What are the key features of SLA in CRM? ›

The main elements of a good SLA.
  • Overall objectives. The SLA should set out the overall objectives for the services to be provided. ...
  • Description of the Services. The SLA should include a detailed description of the services. ...
  • Performance Standards. ...
  • Compensation/Service Credits. ...
  • Critical Failure.

How do you manage a service level agreement? ›

SLA best practices
  1. Create an SLA that stops tracking time to resolution while you're waiting for a customer to reply. ...
  2. Remember the agent experience. ...
  3. Break up large, complex SLAs. ...
  4. Set different performance goals based on ticket priority levels. ...
  5. Keep some SLAs running 24/7, and restrict others to normal business hours.

Can you name 3 types of SLA Servicenow? ›

Corporate, Customer, and Service levels are the three types of SLAs offered.

What does Dynamics 365 customer engagement include? ›

Microsoft Dynamics 365 Customer Engagement (CE) (formerly known as Microsoft Dynamics 365 Customer Relationship Management – CRM) is designed to help you manage your client relationships by streamlining your processes, centralizing client information, providing analysis, and enabling responsive customer service.

What does SLA mean in CRM? ›

The Service Level Agreements you set up in your CRM will determine the priority of a Case and when it moves from Green to Amber and then Red, as time elapses from when it was Opened, or created, and also its Rank compared to other Cases.

Is Microsoft Dynamics 365 difficult? ›

The product, once complete and set up, is intuitive, mostly easy to use, and effective in deploying a CRM for your sales team or otherwise. The setup and integration to your current organization, depending on the size and complexity of your org./sales team, can make it difficult to initially get together.

Where do we configure SLA? ›

Navigate to the Service Level Agreements page (hamburger menu > Configuration > SLAs and Business Rules > Service Level Agreements > Service Level Agreements). From the list of SLAs, click Edit or double-click the SLA for which you want to define milestones. Click Define Milestones and then click New.

How do you set SLA in Performance Center? ›

In the Service Level Agreement pane, click New to open the Service Level Agreement wizard. For user interface details, see Service Level Agreement wizard. Select a measurement for the SLA. If you are defining an SLA for Transaction Response Time (Average/ Percentile), select the transactions to include in your goal.

How do you connect a SLA to a workflow? ›

Adding SLAs
  1. Go to Control Panel → Workflow → Metrics.
  2. Click on the title of the Process. ...
  3. If there's no SLA for the process, a warning message stating as much appears. ...
  4. On the SLAs screen, click the Add button ( ).
  5. In the New SLA form, Give the SLA a Name and Description.

How is SLA calculated in customer service? ›

Measure your SLA performance
  1. Identify specific periods where targets are being hit and missed.
  2. Measure your performance against each target over time.
  3. Report your team's success rate for meeting customer expectations.

Who prepares the SLA? ›

It is created by a business for a specific customer that covers multiple services. A classic example of Customer-based SLA is when a large business signs up with a telecom company for multiple services. It may contain a guaranteed 99.9% uptime, on-site engineers, scale-up & scale down within a specific time, etc.

What SLA should include? ›

The SLA should include not only a description of the services to be provided and their expected service levels, but also metrics by which the services are measured, the duties and responsibilities of each party, the remedies or penalties for breach, and a protocol for adding and removing metrics.

What is customer level SLA? ›

A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service. The agreement varies between vendors, services, and industries.

What is SLA with example? ›

A service level agreement SLA is an agreement between an IT Service provider and a customer. For instance, you are a customer of a bank and the bank provides services to you. A service level agreement between you and the bank describes the services provided and the service levels at which they will be provided.

What is SLA process? ›

A service-level agreement (SLA) sets the expectations between the service provider and the customer and describes the products or services to be delivered, the single point of contact for end-user problems, and the metrics by which the effectiveness of the process is monitored and approved.

What is SLA and why is it important? ›

A Service Level Agreement (SLA) is an integral part of any vendor contract. In addition to listing service quality and type expectations, an SLA offers remedies when one party fails to meet all the stated requirements.

What are the benefits of an SLA? ›

The benefits of a SLA are not limited to the following :
  • Improves customer service. ...
  • Facilitates communication. ...
  • Negotiated and mutually accepted. ...
  • Defines procedures. ...
  • When there is a question or disagreement, the SLA can be used as a written reference.
  • Sets standards for customer service.
10 Nov 2019

What is the most important aspect of a SLA? ›

Taking ownership (and assuming responsibility) for communication is the most important aspect to any SLA management.

Which of these are challenges faced by SLAs? ›

Here are seven (7) typical issues to consider as a customer reviewing any proposed SLA:
  • Uptime (Availability) & Downtime. ...
  • Support Hours. ...
  • Response and Repair Times. ...
  • Severity Levels. ...
  • SLA Credits. ...
  • Notice. ...
  • Termination Right.
29 Jan 2018

What are the 2 types of SLA in service now? ›

Three types are :
  • SLA - service level agreement.
  • OLA - operational-level agreement.
  • Underpinning Contract.
27 Aug 2018

What is SLA P1 P2 P3? ›

P1 – Priority 1 incident tickets (Critical) P2 – Priority 2 incident tickets (High) P3 – Priority 3 incident tickets (Moderate) P4 – Priority 4 incident tickets (Low) SLA success rate is given as percentage. 'Red' colour indicates that we have failed to. achieve SLA cut-off in that particular period. '

What is service best SLA? ›

According to ITIL 4, a service level agreement (SLA) is “A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.” Simply put, an SLA defines what the IT service provider and the customer should expect when contracting for a service.

What are the 3 main areas in Dynamics CRM? ›

Microsoft Dynamics CRM has three comprehensive functional modules: Sales, Marketing, and Service (or Customer Care).

What replaced Dynamics 365 customer engagement? ›

D365 Project Service Automation (which has been deprecated last year and has been replaced by the D365 Project Operations license)

What are the 4 pillars of CRM? ›

A successful implementation of CRM is majorly built on four pillars such as workforce, strategy, processes and technology. To design any CRM process we need to consider each of these elements which if ignored, may result in failure of CRM implementation.

What is SLA customer service? ›

An SLA, or service-level agreement, is a written agreement that defines standards for support—in short, a customer service guarantee. This could refer to the quality, availability, or timeliness of the service being provided. SLAs are usually part of a larger contract.

What is SLA monitoring? ›

What is SLA Monitoring? SLA Monitoring (or Service-Level Agreement Monitoring) is the process of measuring, tracking, and analyzing a variety of metrics associated with a given service in order to calculate the service level of a deployed software or service and compare it against the agreed upon SLA requirements.

What is the purpose of this SLA in call center? ›

A call center's service level agreement (SLA) is the set of internally-determined standards that the management uses to guide decisions. With these guiding parameters, decisions can be determined and implemented to enhance efficiency, save money, improve customer satisfaction, and more.

How many days it will take to learn Dynamics 365? ›

How long does it take to get proficient in Microsoft Dynamics 365? It depends on what areas you are interested to work on; for example, if you want to learn Dynamics 365 functional side, it usually takes about 4 to 5 weeks but if you wish to become Dynamics 365 technical consultant, it might take about 4 to 5 months.

How much do Dynamics 365 consultants make? ›

The estimated total pay for a Dynamics 365 Technical Consultant is $115,444 per year in the United States area, with an average salary of $85,815 per year.

Is it worth to learn Dynamics 365? ›

From an employment perspective, learning Dynamics 365 will open up many more doors than if you only know Power Automate or Power Apps. Businesses will always hire someone who can build the entire application rather than small pieces of it.

Which studio do you use to configure a Service Level Agreement? ›

In Dev Studio, you can configure more complex service-level agreements to meet business needs that require delayed processing of an assignment.

How are SLAs used in the service lifecycle? ›

You use the service level agreement (SLA) lifecycle to govern a service level agreement from being initially identified, through to being activated, and, eventually, terminated when it is no longer required. A Service level agreement object can pass through the service level agreement lifecycle.

How can I improve my SLA response time? ›

If you or your team are having trouble meeting SLA goals, the strategies below may help:
  1. Invest in service desk team training. The starting point is analyzing the average time each service agent takes to respond to customers. ...
  2. Simplify service processes. ...
  3. Implement Call Management Software.
18 Feb 2019

How do you set SLA metrics? ›

You do so by monitoring your SLA metrics.
You can have any number of SLA metrics to monitor, but you can break many of them up into five types.
  1. Availability. The availability of a particular cloud resource is the percentage or length of time it's working for its users. ...
  2. Response Time. ...
  3. Throughput. ...
  4. Errors. ...
  5. Utilization.
17 Aug 2021

What is a good SLA uptime? ›

SLA Uptime Metrics

First and foremost, clients of IT service providers want to be sure that the service remains up. The industry standard is five 9's, or 99.999% availability.

How do I use SLA in Dynamics 365? ›

Owner: The user creating the SLA is populated by default. Entity Name: Select the entity for which the KPI will be measured. KPI Field: Select the respective KPI field.
Select 'New' in the top ribbon:
  1. Name: Enter a name for the SLA.
  2. Primary Entity: Select a value in the box.
  3. Description: Enter a description for the SLA.

What is SLA connection? ›

A Service Level Agreement (SLA) details the performance parameters of the service. It also provides the remedies, often in terms of service credits, that a customer will be due if the services fails to meet the minimum performance specs.

What is the difference between standard and enhanced SLA Dynamics 365? ›

Service Level Agreements (SLAs) are typically used on Cases to track different things whether it's a Customer Service response time or closure of the case. These SLAs are called Standard SLAs in the world of Dynamics. Any SLA on another entity in the system is called an Enhanced SLA.

Does Dynamics 365 have a ticketing system? ›

Microsoft Dynamics 365 has a ticketing system that is used by many businesses. It is a customer relationship management software solution that controls communications with clients, prospects, consumers, and other connections your business may have.

Is Dynamics 365 being discontinued? ›

The Microsoft Dynamics 365 (Preview) app for Windows was deprecated on June 20, 2022. The app is no longer supported.

Is Dynamics 365 difficult to learn? ›

A lot of users find it easy to use Microsoft Dynamics 365, especially if they have used any other Microsoft apps before. But from a developer's perspective things are a bit different. And to add a specific amount of time on how long would someone be proficient in Dynamics 365 can be a little misleading.

What is customer based SLA? ›

A customer-based SLA is an agreement that is specific to that customer and all the products and services they use. And a service-based SLA is one that applies to all customers using one specific service.

Does Dynamics 365 have a customer portal? ›

The Customer portal is one of many Dynamics 365 portal templates that are available from Microsoft. Dual-write is an out-of-box infrastructure product that provides near-real-time interaction between customer engagements apps and finance and operations apps.

Is Dynamics 365 better than SAP? ›

The main difference between the two is that dynamics are ideal for retail users and SAP is ideal for large enterprises. Microsoft Dynamics has reliable quality control, proper product development functions, and order processing while SAP is more flexible to use due to its intuitive user interface.

Is Microsoft 365 Dynamics CRM or ERP? ›

Dynamics 365 gives you a unified view of your business

Streamline your everyday financials and operations with Dynamics 365—an ERP software solution that helps you collaborate effectively, optimize business tasks, and drive growth.

Is Dynamics 365 SaaS or PAAS? ›

SaaS – Software as a Service

Popular examples are things like: Microsoft Dynamics CRM, Office 365 and Dropbox.


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