System Settings dialog box - Service tab

Applies to Dynamics 365 for Customer Engagement apps version 9.x
Applies to Dynamics 365 for Customer Engagement apps version 9.x (on-premises)

Use the Service tab in System Settings to set preferences for the customer service area, such as service level agreements and entitlements in Dynamics 365 for Customer Engagement apps.

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

    Check your security role

    • Follow the steps in View your user profile.

    • Don’t have the correct permissions? Contact your system administrator.

  2. Go to Settings > Administration.

  3. Select the System Settings > Service tab.

Note

With the Customer Engagement apps version 9.1 release, service configuration settings in service management are available in the Customer Service Hub based on Unified Interface experience. You are recommended to manage service configuration settings using the new experience.
In the Customer Service Hub app, go to Service Management and select Service Terms > Service Configuration Settings in the sitemap to access the Service configuration settings.

Settings Description
Disable SLAs
Disable Service Level Agreements(SLAs) on SLA-enabled entity records SLAs are enabled by default. You can enable or disable them for SLA-enabled entity records in your organization. For example, you might want to disable SLAs during maintenance activities or when you're importing records and you don't want the SLAs to apply to the records. To disable, select Yes. To enable, select No. Note: When SLAs are disabled, SLA records can still be created or modified. SLAs won’t be applied to records, however.
Apply SLA after manual override
Automatically apply SLA on entity record update after SLA was manually applied Important: For Dynamics 365 for Customer Engagement apps organizations, this feature is available only if your organization has installed Dynamics CRM Online 2016 Update. For on-premises Dynamics 365 for Customer Engagement apps organizations, this feature is only available if you've updated to CRM 2016. Interested in getting this feature? Find your Dynamics 365 for Customer Engagement administrator or support person. This setting determines if an SLA should automatically be applied to a record when an SLA is manually selected in the record's SLA field. The automatic SLA application can either be through the entitlement applied to the case(for theCase entity) or with the default SLA.

Either way, the manual SLA takes precedence over any other way of SLA application.

When set to No, SLAs won’t be applied automatically to records after an SLA is manually applied. Note: For Case entity records, when both entitlement and customer, and manual SLA are changing, the manual SLA is used regardless of this setting.
Select SLA Pause Status
Select the SLA enabled entity to choose status values for Select the SLA-enabled entity you want to choose the pause status for. Important: This feature of enabling other entities for SLA was introduced in CRM Online 2016 Update 1 and CRM 2016 SP1. Interested in getting this feature? Find your Dynamics 365 for Customer Engagement administrator or support person
For the selected entity, choose the status values that SLA calculation should pause for Select the statuses for which the SLA calculation should be paused. Double-click the statuses in the Available Values column. When the user sets a record to one of the pause status values you set here, Customer Engagement apps pauses the SLA calculation. When the user changes the status of the case back to a status other than a pause status, Customer Engagement apps updates the failure and warning time in the enhanced SLA KPIs. It also tracks the total time for which a record is in the pause status. Important: This feature of enabling other entities for SLA was introduced in CRM Online 2016 Update 1 and CRM 2016 SP1. Interested in getting this feature? Find your Dynamics 365 for Customer Engagement administrator or support person
Automatically apply entitlement - Select whether to automatically apply the default customer entitlement when a case is created.
- Select whether to automatically apply the default customer entitlement when a case is updated and the customer, contact, or product field has changed.

See also

Service Manager guide (Customer Service Hub)