SLA pause and resume enhancements

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Important

This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Enabled for Public preview Early access General availability
Admins, makers, marketers, or analysts, automatically - Sep 7, 2020 Oct 1, 2020

Business value

Enhancements to the pause experience for service-level agreements (SLAs) provides organizations with the flexibility to define pause criteria at a granular level and thereby track SLAs for their customers more accurately.

Feature details

With this enhancement, customer service managers and administrators have the flexibility to configure pause criteria at the following levels:

  • Configure different pause criteria at key performance indicator (KPI) level and override the criteria defined at the entity level.
  • Configure pause criteria at the SLA Item level and override criteria defined at KPI or entity level.

See also

Create an SLA item (docs)