System Settings dialog box - Service tab
Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM Online, Dynamics CRM 2016
Use the Service tab in System Settings to set preferences for the customer service area, such as service level agreements and entitlements in Microsoft Dynamics 365.
Important
This feature was introduced in CRM Online 2015 Update and CRM 2015 (on-premises).
Interested in getting this feature? Find your Dynamics 365 administrator or support person.
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.
Go to Settings > Administration.
Click the System Settings > Service tab.
Fill in the information using the following table for guidance.
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, click Yes. To enable, click 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 Microsoft Dynamics 365 (online) organizations, this feature is available only if your organization has installed Microsoft Dynamics CRM Online 2016 Update. For on-premises Dynamics 365 organizations, this feature is only available if you've updated to CRM 2016.
Interested in getting this feature? Find your Dynamics 365 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 Dynamics CRM Online 2016 Update 1 and CRM 2016 SP1. Interested in getting this feature? Find your Dynamics 365 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, Dynamics 365 pauses the SLA calculation. When the user changes the status of the case back to a status other than a pause status, Dynamics 365 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 Dynamics CRM Online 2016 Update 1 and CRM 2016 SP1. Interested in getting this feature? Find your Dynamics 365 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.