Dynamics CRM Enhanced vs. Standard Service Level Agreements (SLA’s)

The following list provides an overview about the main differences between Enhanced and Standard SLA’s.

Standard

• Available since Spring 2014 Release
• No Pause/Resume functionality
• No Success Actions
• Status needs to be changed manually using Warning/Error Actions (e.g. Noncompliant, Nearing Noncompliant)
• Related fields are available in the case form directly (First Response By, Resolve By)
• “On Hold Time (Minutes)”- and “Last On Hold”-Field is not maintained automatically

Enhanced

• Available since Fall 2014 Release
• Pause/Resume functionality
• Success Actions
• Status chances automatically (e.g. Noncompliant, Nearing Noncompliant)
• Related fields are linked into the case form using additional entity “KPI Instance”, Quick View Forms and the Timer Control.
• “On Hold Time (Minutes)”- and “Last On Hold”-Field in Case is used automatically

Related Links:

• Microsoft Introduction SLA’s (YouTube-Video)
• Microsoft Introduction Enhanced SLA’s (YouTube-Video)
• Sonomapartners Blog Article about SLA’s

Cheers