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…