Configure SLA’s and KPI’s in Microsoft Dynamics 365 Service

Introduction

With service-level agreements (SLAs) configured in the Customer Service Hub, you can

Use out-of-the-box actions in Microsoft Power Automate.
Define work hours, and pause and resume SLAs at the SLA KPI level and SLA item level, which help track SLA items for different work hours based on priority and criteria. The pause settings at the SLA KPI level or SLA item level give you added flexibility to define pause conditions at a more granular level.
In a case lifecycle, multiple SLA KPIs can be triggered at different start points. The following illustration depicts how you can define an overall resolution time, and also specify SLA KPIs at different start points.

Prerequisites

Review the following requirements before configuring SLAs for your organization:

The System Administrator, System Customizer, or Customer Service Manager role is assigned to you. Additionally, make sure that the following permissions have been granted in Security Security Roles Custom Entities.
- Connector: All permissions at the business unit level.
- SLAKPI: Create permission at the business unit level, delete permission at the parent-child level, and other permissions at the organization level.
- ProcessStageParameter: All permissions at the business unit level.
- Customer Service Representative: Read permission at the organization level for the SLA KPI entity.

Step 1. Configure the SLA Settings in the Customer Service admin center-> Operations -> Service Terms -> Other SLA Settings (Manage).

SLA Settings

Recalculate on SLA on terminal status->Recalculate SLAs for SLA-enabled entities->Yes
Select SLA Pause Status
- Select SLA enabled entity for which the status values should apply->Case.

Note. The dropdown will show a list of entities for which you've activated the SLA configuration, including both out-of-the-box (OOB) entities and custom entities. Refer to the screenshot below where I've enabled SLA for a custom entity.

Please refer to the link for instructions on enabling SLA for an entity: Enable Entities for Service-Level Agreements in Dynamics 365

For the selected entity, choose the status values for which the SLA calculation should be paused
- On Hold and ReSearching
Automatically apply entitlement
- Select whether to automatically apply the default customer entitlement when a case is created->No
- Select whether to automatically apply the default customer entitlement when a case is updated->No
Calendar Export and Import->Enable calendar export and import->Yes

Step 2. Create the following fields on the case entity.

Create global choice 'Case SLA Status'
- In Progress->Color: 0f26f7
- Nearing Noncompliance->Color: f5810c
- Succeeded->Color: 12ff35
- Noncompliant->Color: fa0505
On the Case table, create the following fields.
- Assign Case By
- Assign Case By KPI ->Lookup to SLA KPI Instance table
- Case Assigned ->Two Options (Yes/No)
- Assign Case SLA Status ->Global choice: Case SLA Status->Default: In Progress
- Assigned Case On
On the Case table, update the following fields.
Resolve By SLA Status.
- In Progress->Color: 0f26f7
- Nearing Noncompliance->Color: f5810c
- Succeeded->Color: 12ff35
- Noncompliant->Color: fa0505
First Response SLA Status.
- In Progress->Color: 0f26f7
- Nearing Noncompliance->Color: f5810c
- Succeeded->Color: 12ff35
- Noncompliant->Color: fa0505

Create SLA KPIs

Step 3. Create the following SLA KPIs in the Customer Service admin center (Operations -> Service Terms -> SLA KPIs).

Customer Service

Admin center

Create New SLAKPIs with the following screenshot.

Screenshot

General

Resolve by KPI

Activate all the SLA KPIs.

Activate

Step 4. Add SLA Timers to Case Form.

Update the Case main form
- Create a new section
  - Display name: SLA Timers
  - Name: section_slaTimer
  - Everything else is the default
Create a new subgrid to the SLA Timers section
- Show related records
- Table: SLA KPI Instances (Regarding)
- Default view: All SLA KPI Instances
Add SLA Timer control subgrid (show on mobile tablet and web)

Step 5. Create the "Patient Services SLA" (Operations -> Service Terms -> Service-level agreements (SLAs))

Patient Services SLA

Create a New SLA Record and save it.

SLA Record

Create an SLA Item from the SLA Item subgrid.

Item subgrid

SLA Item

After saving the SLA Item record, proceed to click on "Configure Action." This action will direct you to Microsoft Flow, where you can modify the flow as depicted in the screenshot below.

Configure Action

Is Near Non-Compliance block add the Update a row action give the table, Row ID, and set the Assign Case SLA Status field to Near Noncompliance.

Non-Compliance block

Do for all Is Succeeded (Set Assign Case SLA Status to Succeeded) and is Noncompliant (Set Assign Case SLA Status to Noncompliant).

Similarly, I have created additional SLA items using the same method.

Set Assign Case

Now, when the Case is assigned within the set amount of time, the Resolve in and Assign case By will display as Non-complaint.

Case is assigned

Note. One last thing to keep in mind when working with SLAs is that if you are importing SLAs to an environment with a Solution and they already exist in the target environment, the SLAs will be deactivated after you import the solution. If you are activating the SLAs via the user interface, the only option is to activate them one at a time. The recommendation is to avoid reimporting SLAs unless they have changed and keep them in their own solution.