With the release of Dynamics CRM 2016 Update 1, now we have the ability to add SLAs to all custom entities and selected system entities. Prior to this release, SLAs were only available to incidents represented by the Case entity.
The following system entities now support SLAs in addition to the Case entity:
- Activity entities
Enabling a custom entity for SLAs is done from the Entity Definition form. Scroll down to the Communication & Collaboration section, and find all the way at the bottom the check box for Enable for SLA (Fields will be created). Note that this is one of the settings that, once enabled, it cannot be disabled. Make sure you really need to enable SLAs on this entity.
NOTE: The MSDN documentation at one point states that you must have Business Process Flows enabled on the entity in order to enable SLAs for a custom entity. This is not true, as you can enabled SLAs without having Business Process Flows enabled. There is no relationship between BPF and SLAs.
Once you have the configuration in place, go ahead and create the SLAs and the SLA KPIs as needed, same way you would have done it for a Case entity before. Choose the default SLA also. Alternatively, you can programmatically apply the correct SLA by setting the SLAid attribute based on a condition.
With SLA functionality, the following limitations are enforced in CRM Online:
- Maximum 5 SLA KPIs per entity for active SLAs.
- Maximum 7 entities will support SLAs at the same time.
One any of these limits is exceeded, you will be prompted with an error on activating the SLA.