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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Differences between SL...
Service | Customer Service, Contact Center, Fie...
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Differences between SLA’s and Entitlements

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Posted on by morand 10

Hi

i am planning to do the MCP in MS Dynamics 365 CRM fundamentals MB-910. There are always questions on SLA’s and Entitlements and I always get caught. Just wondering if someone could explain the real differences between the two?

thanks

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  • Suggested answer
    Nya Profile Picture
    Nya 29,064 on at

    Hi,

    First of all, here are the definitions of them:

    • Service level agreements (SLAs): SLAs track and define what should happen when a case is opened, like the initial response time by a support engineer or the time that it takes to resolve the case.
    • Entitlements: Entitlements are agreements that define the level and type of support that a customer is entitled to.

    SLAs measure the KPI against the service resources purchased by customer. Resources can be number of hours, cases, car service, electrician service calls or any thing.

    While Entitlements are customer contracts, it defines the terms and conditions of the contract like number of hours purchased or number of cases purchased.

    For example, when a customer purchases a car, he can have an agreement with the automobile company of having one car service with in 6 months of purchase.

    The SLA could say that, automobile company should book a car service within 6 months and service should be done in 2 days. The purchased terms and conditions are set in the entitlement, and service KPI is measured against the SLA which is 6 months and 2 days.

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