SLA Enhancements in Dynamics 365 Customer Service – 2020 Release Wave 1

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2020 Release Wave 1 adds the new enhanced experience which includes easy to use interface and Power Automate in the Unified Client Interface for the SLA Administration.

To define SLA, the admin can navigate to Service Management à Service Terms à SLAs.

The new SLA Item window now opens in the modal dialog

It includes the condition builder

Action now use the Power Automate, here clicking on Configure Actions

takes us to the Power Automate

With below flow defined à

Invoked Through ExecuteWorkflow Call Trigger à

The Switch condition step with four different cases defined.

Here nearing Is Nearing Non-Compliance is where we will define our Warning
Actions.

Is Succeeded = Success Actions.

Is Non-compliant would be used to specify Failure Actions.
And lastly, we can define the Default option.

The old SLA Item interface à

Thus, these features bring the unified client interface experience close to the legacy web client.

Check other blog posts on

Release 2020 Wave 1: https://nishantrana.me/2020-release-wave-1/

Release 2019 Wave 2: https://nishantrana.me/2019/12/31/dynamics-365-2019-release-wave-2-blog-posts/

Hope it helps..

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