You need to implement service-level agreements. Which type of agreements should you implement?

Dynamics 365 Customer Service provides two types of service-level agreements (SLAs): Standard and Enhanced. Standard SLAs are a legacy feature and have been officially deprecated. Enhanced SLAs are the current, default, and recommended type for all new implementations. They offer superior functionality, including the ability to pause and resume SLA timers, configure success actions, and track different key performance indicators (KPIs). When implementing service-level agreements, you should use the Enhanced type to ensure access to the latest features and future support.

A. On-demand: This is not a valid SLA type in Dynamics 365. SLAs are applied automatically based on predefined criteria, not manually on-demand.
B. Standard: This is a legacy SLA type that has been deprecated. It lacks the advanced features of Enhanced SLAs and should not be used for new implementations.
D. Contact: This is an entity type in Dynamics 365, not a type of SLA. While an SLA can be configured for the Contact entity, "Contact" itself is not an SLA type.

1. Microsoft Learn. (2024). Types of service-level agreements. Dynamics 365 Customer Service documentation. Retrieved from https://learn.microsoft.com/en-us/dynamics365/customer-service/types-of-slas.

Reference Point: The document explicitly states

"In Customer Service

you can create two types of SLAs: standard and enhanced." It further clarifies

"Enhanced SLAs are the recommended SLA type." and "Standard SLAs are deprecated...".

2. Microsoft Learn. (2024). Define service-level agreements (SLAs). Dynamics 365 Customer Service documentation. Retrieved from https://learn.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements.

Reference Point: Under the "Enhanced SLAs" section

it notes

"By default

enhanced SLAs are enabled for the Case entity." This confirms it is the standard for new implementations. The section also details the benefits of enhanced SLAs

such as pause and resume functionality.

3. Microsoft Power Platform. (2024). Important changes (deprecations) coming in Power Apps and Power Automate. Retrieved from https://learn.microsoft.com/en-us/power-platform/important-changes-coming.

Reference Point: In the "Deprecations" table

"Standard service-level agreements (SLAs) in model-driven apps" is listed with a deprecation announcement date of April 1

2023

confirming its outdated status.