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Manage Service Level Agreements with Dynamics 365 Customer Service
Understand Dynamics 365 Service Level Agreements (SLAs).
Microsoft Learn
Updated May 21, 2025
What you'll learn
- Determine which KPIs are being measured with SLAs
- Define Business Closures and Working Hours
- Create SLAs including triggering conditions, and actions
- Build SLA Items
- Define custom KPIs
- Enable SLAs for multiple entities
- Manage SLAs for an organization
Course Description
This module will focus on Dynamics 365 Service Level Agreements (SLAs) and how they can be leveraged to define and track KPIs including defining business closures and working hour schedules, determining SLA triggering conditions, defining SLAs, building SLA items, managing SLAs, and working with SLA pause statuses.
