Relationship between Contract and Sla in case

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Hello good afternoon, I have a question regarding some entities and their operations.



Could someone explain to me about the operation of "contracts" and "SLAs" when creating a case?

As the entities "Contracts" and "SLA" in the "Case" are related at a functional level.

I can't find much information in the forums, :(

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Thijs van der Klei 780 on at

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Hi Angel,

What kind of explanation are you looking for? Technical? Functional?

In Dynamics 365 for Customer Service 'Contracts' have been replaced by 'Entitlements'. On a functional level:

The SLA determines what kind of cases have to be processed in what time frame. e.g. A critical case must be responded on within two hours after ticket submission and must be resolved within twelve hours.

The entitlements a customer has, determines how many cases in what form the customer can log. e.g. A client is entitled to submit twenty tickets per month by email and ten tickets per month by phone.

For more information:

docs.microsoft.com/.../create-entitlement-define-support-terms-customer

Do you really need entitlements? If not, please read:

dyn365pros.com/.../

Kind regards,

Thijs van der Klei

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