Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Case SLA for Entitlement
Service | Customer Service, Contact Center, Fie...
Suggested answer

Case SLA for Entitlement

(0) ShareShare
ReportReport
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 29,060 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 29,060 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

     

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

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

Last month Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans