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- Learn how to turn customer support commitments into measurable service targets, track KPI status, and trigger timely actions in Dynamics 365 Customer Service.
In this module, you learn how to:
- Configure business hours and holiday schedules so SLA deadlines reflect actual support availability.
- Translate response and resolution commitments into SLA KPIs and SLA items.
- Define applicability, success, pause, warning, and failure conditions for service targets.
- Trigger notifications and record actions as KPI deadlines approach or expire.
- Apply SLAs to cases, entitlements, and supported custom tables.
- Monitor KPI status and maintain active SLA configurations.
- Learn how to translate customer support agreements into entitlements that verify eligibility, control support consumption, and show remaining coverage in Dynamics 365 Customer Service.
In this module, you learn how to:
- Model customer support agreements with coverage dates and active entitlement records.
- Configure case-based or hour-based terms so remaining coverage reflects the support delivered.
- Allocate and restrict terms across support channels.
- Control entitlement eligibility by customer, product, and contact.
- Apply the appropriate entitlement and service-level agreement to each case.
- Maintain entitlement lifecycles and standardize recurring support plans with templates.
