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Answered

Dynamics 365 Customer Service: working with multiple SLAs

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Posted on by D365EL 306

Hello Community,

We have enabled the "Email" entity for SLA. We would like to set up multiple SLAs (multiple SLAs, not multiple SLA Items under one SLA).

However, my understanding is that we can only have one default SLA, and since we are using the Email entity, Entitlement is not supported for Email, and therefore only the one default SLA will work for Email, and we won't be able to apply the other non-default SLAs on email in our scenario. Which means we have a limitation of only be able to use one single SLA on Email. Is there a way we could apply the other non-default SLAs on Email then?

Is my understanding correct?

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  • Verified answer
    Sayen Zhang Profile Picture
    Sayen Zhang on at
    RE: Dynamics 365 Customer Service: working with multiple SLAs

    Hi partner,

    Hope you are well.

    Yes, we can only apply one SLA for Email. I'm afraid it is not available for now to apply the other non-default SLAs on Email.

    You can also refer to this link: Apply SLAs | Microsoft Learn

    Best Regards,

    Sayen Zhang

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

  • D365EL Profile Picture
    D365EL 306 on at
    RE: Dynamics 365 Customer Service: working with multiple SLAs

    Hi Sayen Zhang,

    Thanks for your input. I also read that there appears to be a limitation with how many SLA items we could have under one SLA. According to the following Microsoft article, it's recommended that we don't exceed 15 SLA items under one SLA: learn.microsoft.com/.../create-enhanced-sla

    Are you aware of such limitation and any potential performance hit? In our scenario, since we are stuck with using one SLA for Email, we are going to need a lot of SLA items under the SLA, possibly 40 - 50 SLA items.

    Thanks for your insights.

  • Sayen Zhang Profile Picture
    Sayen Zhang on at
    RE: Dynamics 365 Customer Service: working with multiple SLAs

    Hi partner,

    From Microsoft article, we only know that it might negatively affect the create and update operations on the record on which the SLA is applied or reevaluated.

    A related community thread where some options were being talked about:  Dynamics 365 SLA with Multiple Stages with Many SLA Items - Microsoft Dynamics CRM Forum Community Forum

    Best Regards,

    Sayen Zhang

  • jim.corriveau@chesterton.com Profile Picture
    jim.corriveau@chest... 81 on at
    RE: Dynamics 365 Customer Service: working with multiple SLAs

    D365EL,

    To start, you may want to reevaluate what you are trying to accomplish by using SLAs against Email entity records and the SLA having 40-50 SLA Items.  I have setup SLAs against Case records for our 16 offices around the world.  Most with different time zones, hours of operation, and holiday schedules.

    To start, I do not have a default SLA.  I apply the SLA to the Case based on the office the Case is routed to,.  Then if the Case is moved to a different office the next office's SLA is applied.  All SLAs have the same KPI Items, one for Assigned and one for Closed.  When a Case is moved from one office to another, the old office's SLA's are canceled by the system if they have not already succeeded or failed when the next office's SLA is applied.  Since moving Cases causes additional SLA KPI Instance records to be created for the Case, these are easily identified and can be handled in the reporting vs. Cases that ran from start to finish in the same office.

    Hope this helps.

  • D365EL Profile Picture
    D365EL 306 on at
    RE: Dynamics 365 Customer Service: working with multiple SLAs

    Hi Jim,

    Thanks for sharing. If I understand correctly, is it safe to say that you have some automated process in place to apply the SLA to the Case based on the office location? Are you using classic D365 workflow, or Power Automate flow, or custom codes to implement that process?

  • jim.corriveau@chesterton.com Profile Picture
    jim.corriveau@chest... 81 on at
    RE: Dynamics 365 Customer Service: working with multiple SLAs

    D365EL,

    I'm in the process of trying to move to power automate, so some of the processes exists as workflows and some as automates, but it can all be done in one or the other.  None of it is done using custom code or plugins.

    Each office has their own queue.  When a Queue Item is created or updated a workflow or automate runs to see that it is a Case in the queue, what queue it was put in, and any other exclusion logic, then the correct SLA for the office associated with that queue is applied.  The SLA system logic handles the rest, canceling the existing SLA if there was one, recalculating the warning/success/failure times based on the new SLAs Customer Service Schedule, Holiday Schedule, and time zone applied in the SLA.

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