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We had just started recently to use D365, included the CS and FS Hub.I am getting currently more and more familiar with the SLA's within the customer service hub. I am wondering whether we can setup also OLAs in D365. Means if I address an case internal to another department i would like to have here a counter as well, same as for SLAs.
Sure. D365 CRM haven't directly set up OLA which highlights the commitment to internal groups within the organization
While you could also setup SLA Items to manage the internal cases and related IR & Resolved by time. You could customize the 'Applicable When' condition like following screenshot:
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