Microsoft has made some changes in SLA design; here I am going to share about the differences

1. SLA Type option standard has been removed, earlier user has option to choose (as shown in below image)

   

2. Earlier there were 2 entities now there are 3 entities to configure a new SLA
   1. Earlier
      1. SLA
      2. SLA Item
   2. Now
      1. SLA
      2. SLA Item
      3. SLAKPI
3. Earlier only one SLA can be applied now you can use multiple SLAs. This is a much-needed feature, in our recent implementation we need to have 5 SLAs on Work Order entity and to chieve that we need to implement a child entity on work order and create 5 records in that to track 5 different SLAs.

   

4. To manage SLA settings, you can navigate to “Customer Service Hub” application and then navigate to “Service Configuration Setting”, there you can find below settings
   1. You can disable SLA on an entity which is…

Column Comparison is one of the best features that has been recently added to the product.

Column comparison allows us to compare values of 2 different columns in our query be it Fetch XML, Web API, or through SDK API.

Sharing some of the basic examples that we tried using our favorite  FetchXML Builder

• If we run the following query “Find all contact which has the first name equal to the last name”

The result –

• Find all contact where the first name is not equal to last name

The result –

The operators supported are –

• Only 2 columns can be compared.
• Only compatible attribute types can be compared.
• E.g. “Find all contact where the first name is equal to address 1 city”

The result

It works as both are string attributes.

• If we try comparing text field with options set, we…