Do you use the SLA functionality in Dynamics 365 Customer Service?
Maybe for Case or for some custom tables?

Wish you could also use SLAs in Dataverse?

Problem is that all SLA-related settings that you find mentioned in the Microsoft docs, are missing in Dataverse!

• https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/define-service-level-agreements
• https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/enable-entities-service-level-agreements
• https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/enable-custom-entities-sla

It turns out that the SLA functionality is not actually missing, rather it is hidden from users.

PLEASE NOTE that SLA functionality requires a valid Customer Service license.
That is, with only a Power Apps license, you are not allowed to use SLAs (details here).
However, if you already have a Customer Service License and want to use SLAs in your Dataverse Apps, you are allowed to do so.

HOW?

Just click the button below to follow this self-contained wizard-like dialog.

It will take you through the steps.

It does not configure your SLAs, rather it enables your tables so that you are able to configure your SLAs. Specifically, it carries out these steps.

It also installs a shell App called SLA Management, bringing together all the Microsoft SLA Settings pages used in the Microsoft docs, so you can then configure your SLAs.

Hope you like it!

But wait! This blog post is not about SLAs, it is about what kind of things you can do with AgileDialogs.
Here you have an example interactive dialog that guides the user towards a desired outcome, in this case Enable Dataverse Table for SLA.

An AgileDialog is not just about automation.

It is a mixture of UI steps (Pages) and automatic steps taking the user towards a goal.

It is created and configured in Microsoft Visio.

Some of the automatic steps and logic within it, could have been implemented in a Power Automate Cloud Flow, or scripted using CLIs or PowerShell.
But then, how would users utilize them?
Would they need to know all the input parameters?
Where in these automations would the users make decisions, or get feedback, or even go back and change their mind?

With AgileDialogs, users do not need to know anything.
They would just follow the guided steps to get to the desired outcome.
This way, any user could do any task, no matter how complex, because AgileDialogs makes complex tasks look simple.

Imagine the use cases!

If you see your project benefiting from having this kind of functionality (and a lot more) let’s set up a call for a one to one.