This functionality in Dynamics 365 allows us to define the level of support and commitment to respect this agreement. SLAs allow us to track performance for client services in accordance with set expectations. We can define measurable metrics to push to the service team, as well as timely warnings with regard to various support scenarios.
In Dynamics 365, 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 services 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. is entitled to this. A representative...