SLA pause and resume enhancements
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | 
Sep 7, 2020 |
Oct 1, 2020 |
Business value
Enhancements to the pause experience for service-level agreements (SLAs) provides organizations with the flexibility to define pause criteria at a granular level and thereby track SLAs for their customers more accurately.
Feature details
With this enhancement, customer service managers and administrators have the flexibility to configure pause criteria at the following levels:
- Configure different pause criteria at key performance indicator (KPI) level and override the criteria defined at the entity level.
- Configure pause criteria at the SLA Item level and override criteria defined at KPI or entity level.
See also
Create an SLA item (docs)