SLAs in the Unified Interface

Some people might not have noticed that SLA’s (service level agreements) didn’t just move from the legacy interface to the unified interface. There were also a few updates to SLA’s and the way we can configure them in Dynamics 365 Customer Service has slightly changed. I'll explain in this video the entities that are involved and how to configure SLA's and their actions using Power Automate.

Timestamps:

Introduction - 0:00
What are SLA's? - 0:48
Setup SLA KPI - 5:17
Create SLA - 7:12
Create SLA Item - 8:03
Configure Actions using Power Automate - 12:06
Test Scenario 1 (SLA did not activate) - 19:47
System Settings - 21:17
Test Scenario 2 (SLA Activated - Time calculations during business hours) - 23:30
Customer Service Schedule - 27:29
Test Scenario 3 (SLA Activated - Time calculations outside business hours) - 28:38

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