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MDA: Enable SLA for Custom Entity and learn how to use SLA

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#configuration

#customtable

#servicelevelagreement

#sla

Dynamics 365 Customer Service

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Oct 9, 2023

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AI Summary

  • The article discusses the concept of SLA (Service Level Agreement) in Microsoft business applications, specifically how to apply SLA in a custom table.
  • The author provides a step-by-step guide on how to prepare a custom table by creating a solution, a table named Documents, and exporting/importing the solution.
  • The article explains the attributes that need to be created to support the SLA, including the tmy_important attribute for triggering the SLA, tmy_firstresponseby attribute for linking to the SLA KPI Instance, and statuscode attribute for determining the pass/fail status of the SLA.
  • The author demonstrates the creation of a lookup for the SLA KPI Instances in the form of the custom table.
  • The article instructs on adding an SLA Timer control to the custom table form and configuring it.
  • The author guides the reader on how to configure the SLA in the Customer Service Hub app, including creating an SLA KPI and a new SLA item based on specific configurations.
  • The article mentions the ability to configure actions using Power Automate for the SLA.
  • The author provides examples of the expected results when creating and deactivating a document record within the defined SLA timebox.Overall, the article provides a detailed walkthrough of how to apply SLA in a custom table within Microsoft business applications.

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