Dynamics 365 Customer Service - Service Level Agreements (SLAs)

Dynamics 365 Customer Service - Service Level Agreements (SLAs). Learn about what are SLAs and what is their role in Dynamics 365 Customer Service. Learn how we can set them up.

[@teresafuccio3536]

Hi, how can I have section with flag and countdown in the case form? I’ve added a timer but it doesn’t work, what is th right setting?

[@ryanpatel9307]

Hi Skadoosh,
Thank you for the video!
How do I add the SLA Timer onto the form?

[@QaisNL]

hi good question i would like to know too if u find out please let forward it to me thx 🙏

[@skadoosh3275]

Hi Ryan & Qais, Apologies for the delay. I have added a video today for the timer control. Let me know if I can help you with anything else. This is the link to the video.
ruclips.net/video/rpQAMzyz3PA/видео.html

[@mehuljain6364]

Pls watch video at playback speed of 0.75x.. the presenter is way too quck

[@skadoosh3275]

Hello Mehul. thank you for watching the video. Our next video on Advanced SLAs we will keep the speed slower :) and also touch important SLAs concept again to compensate for it. Thank you for your valuable feedback.

[@mehuljain6364]

@@skadoosh3275 looking forward to it... Keep up the good work

[@jenniferrammona1431]

Create SLA escalation when an agent did not meet the sla timelines

[@skadoosh3275]

You should be able to do it by editing the related power automate flow in the SLA KPI items