Welcome to my latest Dynamics 365 Customer Service tutorial! In this video, I’ll be discussing Service Level Agreements (SLAs) and how they can be used to ensure your customer service operations meet predefined performance standards. Whether you’re new to Dynamics 365 or looking to optimize your SLA management process, this video is for you.

📜 What is an SLA?
Discover the concept of Service Level Agreements in Dynamics 365 Customer Service. Learn how SLAs help define and monitor the performance metrics that ensure your team meets customer expectations and contractual obligations.

🛠 Setting Up SLAs:
Step-by-step instructions on how to set up SLAs. I’ll guide you through creating and configuring SLA items, defining key performance indicators (KPIs), and setting success and failure criteria.

⚙️ Configuring SLA Details:
Explore the detailed configuration options available for SLAs, including setting warning and failure actions, configuring applicable entity scopes, and managing SLA statuses.