SLA stands for Service Level Agreement. This functionality in Dynamics CRM allows us to define the level of support and commit to respect this agreement. SLAs also allow us to track performance for client services in accordance with set expectations. We have the ability to define measurable metrics to push to the service team's timely warnings with regards to various support scenarios.
In Dynamics CRM, SLAs work in conjunction with entitlements if need be. Alternatively, SLAs can be defined across an organization. When used with entitlements, we define various levels of entitlements for groups of customers. These entitlements define the related SLAs, and all service and interactions with these customers are regulated through these new SLAs.
One simple example is to define company XYZ Inc. as a Gold level customer. Our Gold level customers receive special treatment. Their inquiries and requests must be fully addressed within a time frame of 24 hours. Thus, XYZ Inc...