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Dynamics 365 CommunityForums Customer experience | Sales, Customer Insights,... Dynamics 365 SLAs and ...

Customer experience | Sales, Customer Insights,...

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Dynamics 365 SLAs and Entitlements

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I have a situation,

Where a user is assigned a Case and an SLA Set for 48 hrs. Once the SLA duration is over, an email is sent to the manager. After that one more SLA will be kicked in for another 24 hours if no action is performed a Task is created and an email sent to parties.

How complicated is it or is it possible to do this?

The problem we are facing is one SLA is allowed and it cancels the other SLA. Are we doing something wrong?

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David Yu Microsoft Employee on at

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Hi,

The best practice is to generate async workflow or Power Automate to wait until 48h/72h or somebody take action on this case.

We may change the case status after the case get update and leverage that status to manage workflow status.

If we are still focusing on SLA, we may use different Date and Time field to calculate the SLA time.

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