System Settings Service tab

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Use this tab to ready preferences for the customer service expanse, such as service level agreements and entitlements in model-driven apps in client appointment apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation).

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

    Bank check your security role.

    • Follow the steps in View your user profile.

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

  2. In the spider web app, go to Settings (Settings.) > Advanced Settings.

  3. Select Settings > Administration.

  4. Select the System Settings > Service tab.

Note

With the version 9.i release, service configuration settings in service management are available in the Customer Service Hub based on the Unified Interface experience. You are recommended to manage service configuration settings using the new feel.
In the Customer Service Hub app, become 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 past default. You lot can enable or disable them for SLA-enabled entity records in your organization. For example, yous might desire to disable SLAs during maintenance activities or when you're importing records and you don't desire the SLAs to utilise 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, nonetheless.
Apply SLA subsequently manual override
Automatically use SLA on entity record update after SLA was manually applied Important: For organizations, this characteristic is available simply if your organization has installed Dynamics CRM Online 2016 Update. Interested in getting this feature? Find your 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 practical to the case(for theCase entity) or with the default SLA.

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

When set to No, SLAs won't be applied automatically to records subsequently an SLA is manually applied. Note: For Case entity records, when both entitlement and customer, and manual SLA are irresolute, the manual SLA is used regardless of this setting.
Select SLA Pause Status
Select the SLA enabled entity to choose condition values for Select the SLA-enabled entity you want to choose the suspension status for. Important: This feature of enabling other entities for SLA was introduced in CRM Online 2016 Update ane and CRM 2016 SP1. Interested in getting this feature? Find your ambassador or support person
For the selected entity, choose the condition 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 interruption status values yous set here, customer appointment apps pauses the SLA calculation. When the user changes the status of the instance back to a status other than a pause status, customer engagement apps updates the failure and alert fourth dimension in the enhanced SLA KPIs. It also tracks the total fourth dimension for which a record is in the intermission status. Important: This feature of enabling other entities for SLA was introduced in CRM Online 2016 Update ane and CRM 2016 SP1. Interested in getting this characteristic? Find your administrator or support person
Automatically apply entitlement - Select whether to automatically employ the default customer entitlement when a instance is created.
- Select whether to automatically apply the default customer entitlement when a case is updated and the customer, contact, or product field has inverse.

See also

Learn the basics of the Customer Service Hub