Microsoft Dynamics CRM 2013 Customer Center
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Define service level agreements (SLAs)

Define the level of service or support that your organization agrees to offer to a customer by using service level agreements (SLAs) in Microsoft Dynamics CRM. Include detailed items to define metrics or key performance indicators (KPIs) to attain the service level. KPIs help you get a timely warning on your team's issues while providing support.

You can associate an SLA with an entitlement so that when an entitlement is added to a case, the associated SLA is also applied. More information:Create an entitlement to define the support terms for a customer


This feature is only available in organizations that have applied product updates for CRM Online Spring '14 or CRM 2013 Service Pack 1 (on-premises). More information: Install product updates

Create an SLA

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

    When you create an SLA, a corresponding workflow is also created. Whatever action you do on the SLA, you must have permissions to perform the same action on workflows. The SLA is applied in context to the permissions that the owner of the SLA has.

    Check your security role

    • Follow the steps in View your user profile.

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

  2. Follow the steps for the app you're using.

    If using the CRM web application

    1. On the nav bar, click or tap Microsoft Dynamics CRM > Settings.

    2. Click or tap Settings > Service Management > Service Level Agreements.

    If using CRM for Outlook

    1. In the Navigation Pane, expand your organization, and then click or tap Settings > Business > Service Management.

    2. Click or tap Service Level Agreements.

  3. To create a new SLA, click + New.


    To edit an SLA, in the list of records, choose the SLA, and on the command bar, click Edit.

  4. Fill in your information. Use the handy tooltips as a guide.

    • Name

    • Applicable From. Choose the case field that specifies the date and time from which the SLA items will be calculated. For example, if you choose the Case Created On field, the calculations for service level agreements will start from the time the case is created.

    • Business Hours. Choose a customer service schedule record that defines your support organization's business hours. This is useful in the SLA time-tracking calculations.

  5. Click or tap Save.

Add or remove SLA details

To define the key performance indicators (KPIs) or metrics for the service level agreement, add SLA details. You can define any KPI as per your organization's requirements. For example, a KPI could be that all cases for standard customers must be resolved within five days of case creation.

Define success criteria and the actions that need to be taken when a service level metric isn't met for a customer case.

You can add multiple SLA items and arrange them in the order that works for you. For any given KPI (based on the Related Case field), only the first SLA item that matches the conditions in the Applicable When section is applied.


In Microsoft Dynamics CRM, SLA and SLA items (SLA details) use the process (workflow) functionality. Although SLA items use workflows, not all of the actions available in workflows are available for failure and warning actions. The available actions are currently limited to Send Email, Create Record, Update Record, Assign Record, and Change Status. More information: creating or editing processes

  1. While in the SLA record, in the SLA Details section, click Add.

  2. Fill in your information. Use the handy tooltips as a guide.

    • Name. Type a meaningful name.

    • Related Case Field. Choose the field of the case record that this SLA item refers to. For example, if you are creating a KPI for sending the first response within a specified time, choose the First Response By option from the drop-down box. If required, ask your system customizer to create new fields.


      When a case record is created or updated, in the case record this field is set to the date and time when the failure time is reached for the respective SLA item. For example, choose First Response By in Related Case Field, and set Failure After to 2 hours from case creation. If the case is created at 09:00, the First Response By field in the case record will be set to 11:00.

    • In the Applicable When section, define the conditions under which the KPI will be applicable. The condition can be based on case or related entity fields.

      For example, the conditions could be:

    • In the Success Criteria section, specify the conditions to define when the KPI will be considered as met. For example, the conditions could be:


      Before you specify the SLA failure and warning details, save the SLA item record.

    • Under SLA Item Failure, in the Failure After drop-down box, choose when the SLA items will be considered as failed. For example, if you choose 1 hour, the KPI will be considered as failed if the first response is not done within 1 hour of case creation. 1 hour is calculated based on the value in date/time field that you choose in the Applicable From field of the SLA record.

    • In the Failure Actions section, click Add Step and specify the actions that will be taken when the success criteria are not met and the case has exceeded the specified failure time. For example, to mark the case for escalation when the KPI has failed, click Add Step > Update Record. Then choose Case, and click Set Properties. Now in the case record, change the value of the Is Escalated field, and close the case form.

    • Under SLA Item Warning, in the Warn After drop-down box, choose when a warning is to be raised for the KPI nearing violation.

    • In the Warning Actions section, click Add Step and specify the actions to be taken when the KPI reaches the warning time. For example, to warn the case owner about the KPI nearing violation, click Add Step > Send Email. Then choose Create New Message, and click Set Properties. Now in the email record, specify the email details, and close the email form.


      The time for failure and warning is calculated after considering the business hours selected in the SLA record. If a business hours record (customer service schedule) isn't selected, the work hours are considered as 24 x 7.

  3. Click or tap Save and Close.


    • The failure and warning actions run asynchronously and may not get triggered exactly at the failure or warning time.

    • If the failure or warning times are set to less than 1 hour, there can be a delay in the processing of failure or warning actions.

    • Make sure you author the SLAs in the best way suitable to your company's needs. For example, in the SLA Applicable When conditions, avoid using case fields that are updated too frequently because it may lead to frequent SLA computation and impact performance.

Set the SLA as default

Make an SLA a default one if you want it to apply to all the cases that don't have an SLA applied through an entitlement. This is useful when a customer wants a service level agreement without an entitlement. You can't apply an SLA to a case unless it's set as the default or it's associated with an entitlement.

To set an SLA as default, select an SLA from the list, and click Set as Default on the command bar.


If you deactivate a default SLA, you must activate it again before resetting it as the default.

How is the SLA applied?

When a case is created, the SLA is applied (default or through entitlement) and the related case field values are updated. When the case is modified and any of the case field values change, that is, when the fields that are added in the Applicable When conditions of the SLA change, the SLA is applied again. For example, if the priority of the case changes from Normal to High, and according to the SLA the first response should happen soon, the SLA is reapplied to make sure the KPIs are tracked based on the updated values.

When the SLA is applied again, all the SLA items are evaluated based on the updated case fields and the failure or warning actions are initiated if the time has exceeded. This happens even if the failure or warning actions were already initiated before the case was updated. To avoid this, you can request your system customizer to add a custom field to the case entity (to track if the failure/warning actions were already taken) and add it to the Applicable When condition so that the actions aren't initiated multiple times.

Disable the SLA

During maintenance activities or when you're importing cases and you don't want the SLAs to apply to the cases, you can disable SLAs for the organization. A system administrator can disable SLAs from the System Settings. More information: System Settings dialog box - General tab

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