Summary

  • 2 minutes

The service-level agreements (SLAs) feature in Dynamics 365 Customer Service helps organizations to clearly define and deliver a specific level of service to their customers based on predefined key performance indicators (KPIs). Service-level agreements can evaluate specific details on a record and help with the enforcement of the correct KPIs for that case.

This module examined several key components that are included with the service-level agreement functionality in Dynamics 365 Customer Service, including:

  • How organizations can define different customer service calendars and business closures that can be associated with specific SLAs. This approach ensures that customers are receiving the correct level of service while accounting for their time zone and location.

  • The process of creating and defining SLAs in Dynamics 365.

  • How SLA items are used to define which specific KPI should be applied to records based on predefined criteria in the record.

  • How to enable other record types in Dynamics 365 for use with SLAs and the process for defining extra or custom KPIs to support different business scenarios.

  • The options for managing SLAs, including their relationship with entitlements, working with timers, and defining default SLAs for an organization.

Your next step would be to gain a deeper understanding of entitlements. While service-level agreements are beneficial in helping you define and enforce KPIs, you can use entitlements to manage the number of cases that a customer can open, and which channels are available to them.