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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Case SLA for Entitlement
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Case SLA for Entitlement

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Posted on by Khavy 30

Dear all, 

I have a scenario for testing in sandbox environment. 

+CRM feature that I am in testing.

  • Entitlement: Maintenance service including Case Support. 
  • SLA: 24x7 
    • Auto Update case to Customer after Agent created the case. 

+I have done: 

  1. Created the entitlement
  2. Queue for Agent (Success for send email out.) 
  3. Create SLA with First Response. 

+ I cannot achieved. 

After Agent created the case, at the SLA field haven't any SLA status. 

Please check below capture about SLA Item configuration.

 6433.SLA-Item.png

Thanks in Advance.

  • Suggested answer
    Nya Profile Picture
    Nya 29,056 on at
    RE: Case SLA for Entitlement

    Hi,

    It can be accessed by navigating to Advanced Settings > Customizations > Customize the system.

    pastedimage1651475789832v1.png

    pastedimage1651475827172v2.png

    pastedimage1651475997578v3.png

    Then expand the list of entities and find the Case entity.

    pastedimage1651476241770v5.png

    Click the form "Case for interactive experience".

    pastedimage1651476219401v4.png

  • Khavy Profile Picture
    Khavy 30 on at
    RE: Case SLA for Entitlement

    HI,

    How can I access Step 5?

  • Suggested answer
    Nya Profile Picture
    Nya 29,056 on at
    RE: Case SLA for Entitlement

    Hi,

    You can refer to the following steps:

    Step 1: Create one SLA KPI.

     7418.png

    Step 2: Create an SLA.

     6038.png

    Step 3: Create the SLA Item.

     75575.png

    Step 4: Active and Set as default: 

     5734.png

    Step 5: Add an SLA timer to case form:

    Open Case for interactive experience form to insert a sub-grid. Don’t forget to save and publish it.

    3542.png

    Here is the result:

    3162.png

     

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