No Entities to select when creating SLA in Dynamics 365 Customer Service

Hello everyone. Welcome back to my blog.

Today I will discuss about a common problem faced while creating a Service level agreement (SLA) in Dynamics 365 Customer service. If you are new to Dynamics 365 Customer service module or new to the unified interface, you may face this too.

Let’s say I want to create a SLA for the first time in my environment. I open my Customer service hub app and then navigate to Service Management and then Service Level agreements under Service Terms section.

I try to create a new SLA but wait, nothing is showing up in Primary Entity field.

But I was expecting Case entity to at least show up. Because Case entity is enabled for SLA by default. But alas, it does not show the case entity too. Infact nothing it show to select in the Primary Entity field.

The trick here is to first create a SLA KPI record first.

Make sure to activate the KPI record.

Now when you try to create the SLA, you should be able to select the Case from the primary entity dropdown.

To create a SLA make sure the following are taken care of.

• Enable the entity for SLA
• Create a SLA KPI record for the entity and activate the same.

Hope this helped. You will also like the below posts.

Debajit Dutta
Business Solutions MVP