Skip to main content
Community site session details

Community site session details

Session Id :
Service | Customer Service, Contact Center, Fie...
Answered

Entitlements and SLA

(0) ShareShare
ReportReport
Posted on by

Hello everyone,

As per my understanding, we can create SLA only for 4 entities i.e. Case, Lead, Quote, and Order.

In the form of Entitlements, I have seen the lookup of SLA but I can not select anything in that lookup. So I wanted to know the reason behind it like if I missing something orit is OOB behavior.

Any help would be much appreciated.

 

  • Verified answer
    LeoAlt Profile Picture
    16,331 Moderator on at
    RE: Entitlements and SLA

    Hi partner,

    Unfortunately we could not trigger SLA by other entities.

    When we configure the SLA applicable when, we could only choose the entity's own fields, no related fields.

    Regards,

    Leo

  • Community Member Profile Picture
    on at
    RE: Entitlements and SLA

    Thanks Leo for the reply.

    I have again checked the form and found that the Entitlement record which I was referring was Draft. So I was not able to select anything into SLA lookup.

    For the new records I am able to select the SLA.

    It will be great help if you could guide me on can we trigger SLA based on the related entitlement?

  • Verified answer
    LeoAlt Profile Picture
    16,331 Moderator on at
    RE: Entitlements and SLA

    Hi partner,

    1.There are more than 4 entities support SLA.

    pastedimage1588732381463v1.png

    https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements#entities-record-types-that-support-slas

    2.Could you share what's the entity form are you meeting this issue? Normally the SLA lookup should not be locked, you could check the form properties and field details.

    Regards,

    Leo

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

News and Announcements

Now Available: 2025 Release Wave 2

Quick Links

Ramesh Kumar – Community Spotlight

We are honored to recognize Ramesh Kumar as our July 2025 Community…

Congratulations to the June Top 10 Community Leaders!

These are the community rock stars!

Announcing the Engage with the Community forum!

This forum is your space to connect, share, and grow!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
Muhammad Shahzad Shafique Profile Picture

Muhammad Shahzad Sh... 51 Most Valuable Professional

#2
Ramesh Kumar Profile Picture

Ramesh Kumar 42

#3
David Shaw_UK Profile Picture

David Shaw_UK 27

Featured topics

Product updates

Dynamics 365 release plans