Enable Entities for Service-Level Agreements in Dynamics 365

You can enable entities for service-level agreements (SLAs) either through the Power Apps portal or your Dynamics 365 Customer Engagement (on-premises) organization.

Make sure that you have the System Administrator or System Customizer security role or equivalent permissions.

Entities (record types) that support SLAs

You can create enhanced SLAs for entities that are enabled for an SLA. A system administrator or customizer can enable SLAs for the following entities:

• Account
• Contact
• Order
• Invoice
• Quote
• Opportunity
• Lead
• Activity entities such as Email, PhoneCall, and Appointment - but not RecurringAppointment or its instances.

Enable from Power Apps

Step 1. Sign in to make.powerapps.com and select your environment.

Step 2. Select Solutions > Default Solution.

Step 3. From Objects, select Table.

Step 4. Find the entity page name on the list and open it.

Step 5. On the entity page, in the Table Properties section, select Properties.

• On the Edit table dialog, expand Advanced options.
  
• Go to the Make this table an option when section and select the Setting up service level agreements checkbox.
• Select Save.
  

Step 6. On the entity page, select Advanced > Publish table.

Step 7. Go back to Solutions and select Publish all customizations.

Note

• You can have active SLAs for a maximum of seven entities.
• We recommend that you have a maximum of five SLA KPIs per entity.
• You can have a maximum of 100 SLA items per SLA entity; however, we recommend that you have less than 15 SLA items per SLA entity.

SLAs can also be enabled for custom entities and custom activities

Step 1. Sign in to make.powerapps.com and select your environment.

Step 2. Select Solutions > Default Solution.

Step 3. From Objects, select Table.

Step 4. Find the custom entity page name on the list and open it.

Step 5. On the custom entity page, in the Table Properties section, select Properties.

• On the Edit table dialog, expand Advanced options.
• Go to the Make this table an option when section and select the Setting up service level agreements checkbox.
• Select Save.
  

Step 6. On the custom entity, select Schema > Columns, and then select New Column. On the New column dialog,

• Enter a Display name.
• For Data Type, select Lookup.
• For the Related table, select SLA KPI Instance.
• Select Save.
  

Step 7. Go back to Solutions and select Publish all customizations.

Important. Only enhanced SLAs can be created for other entities. A standard SLA can be created only for the Case entity.