Configure custom SLA pause conditions in Dynamics 365 Customer Service apart from status reason.

This is a fairly new feature and introduced in 2022 Release Wave 1. The GA is April 2022

That’s an announcement. But now comes the interesting part. What this functionality is about?

For a very long time, we are able to pause and resume our Service Level Agreements (SLA’s). And that was based on status reasons. From our service configurations we can define the SLA pause status for all the tables enabled for SLA.

For example – In the below screenshot, the SLA applied on a case record shall pause if the status of the case is either “On Hold” or “Waiting for Details“.

This is something known to everyone who has worked with Dynamics 365 customer service. But now you have the additional ability to pause your SLA not only based on status but on custom conditions.

When you configure you SLA item, now you have an additional option to Override Pause configurations.

Once you set the Override Criteria field to Yes, you can define your own custom conditions to pause the SLA.

In the above configuration, the SLA will be paused not only when the case status in Waiting for Details or On Hold but for all cases logged for Customer Alpine Ski House.

This is just an example but I guess you got the idea on how to configure your own custom conditions for SLA pause.

Hope this helped!

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Debajit Dutta
Business Solutions MVP