Dynamics 365 Standard Service level agreements SLA – Deprecated

Abhishek Dhoriya

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A video article on Dynamics 365 Standard Service level agreements SLA – are now deprecated in Microsoft Dynamics 365 v9. Below are the topics that we will cover in this article.

Dynamics 365 Service level agreements (SLAs) Overview
Dynamics 365 Standard Service level agreements SLA are deprecated
Difference between Standard SLA and Enhanced SLA
References

Dynamics 365 Service level agreements SLA Overview

Service level agreements (SLAs) are a formalized method to help organizations meet service levels when they provide customer service and support.

For example, an organization can have an SLA to complete the first customer response within 48 business hours after a case is created.

Microsoft Dynamics 365 includes two types of SLA

Standard SLAs
Enhanced SLAs

Dynamics 365 Standard Service level agreements SLA are deprecated

Standard service level agreements (SLA Type field is set to Standard) are deprecated and will be removed in a future major release.
Standard SLAs are replaced by enhanced SLAs.

Difference between Standard SLA and Enhanced SLA in Dynamics 365

Standard SLA	Enhanced SLA
Only failure time is tracked and saved in the case record.	A KPI record is created for each SLA KPI that is tracked.
A timer has to be manually created and added to the case form.	Timers are automatically created and added to the case form with their statuses and failure and warning times visible.
Timers cannot be paused, and you cannot see the time for which a case was on hold and the last time it was put on hold	Timers can be paused, and you can see the time for which a case was on hold and the last time it was put on hold.