Master Microsoft Dynamics 365 Queues, Entitlements & SLAs

Learn to create and manage Dynamics 365 queues, explore types and setup considerations, add cases and activities for quick processing, reconfigure items, and implement routing with item monitoring.

Queues in Dynamics 365 route activities, cases, and other records to a dedicated queue, create queue items, and help owners prioritize and quickly process tasks.

Learn to distinguish public and private queues in Dynamics 365, including visibility, access, and who can process queue items, with scenarios like sales calls and specialized tasks.

Create and manage public and private queues in Dynamics 365, configure email routing and conversion rules, and assign members to control access and manage queue items for sales support cases.

Reconfigure queue items in dynamics 365 by understanding how queue items are created, picked up, released, or removed, and how ownership and the work by field track who is working.

Add cases and activities to queues in Dynamics 365, manually or automatically with routing rules, while ownership remains unchanged. Learn routing by priority and how routing rules are manually activated.

Review the creation and management of public and private queues in Dynamics 365, including high-priority and product-specific queues, adding cases, reconfiguring items, and implementing automated case routing.

Learn to create and maintain entitlements in Dynamics 365 using templates or entitlement lines, apply entitlements to cases, associate products and channels, connect to SLA, and manage activation and renewal.

Understand entitlements in Dynamics 365, including how they define support by the number of cases or hours, how templates streamline creation, and how remaining terms and channels control usage.

Create and maintain entitlement templates to standardize entitlements across customers, using start and end dates, SLAs, channels, and allocation types for cases or hours in Dynamics 365.

Learn to create and configure a new entitlement for a customer in Dynamics 365, set defaults, use templates, and manage term deductions on case creation or resolution.

Apply entitlements to cases in Dynamics 365, set default entitlements, and manage remaining terms to control case creation and resolution.

Learn to associate products with entitlements and manage entitlement channels in Dynamics 365, enforcing per-channel terms so cases align with specific products and channels.

Learn how to associate a gold service level agreement with an entitlement in Dynamics 365, and test how SLAs govern first response and case resolution timers.

Activate and deactivate entitlements across draft, active, waiting, expired, and canceled statuses, including automatic transitions and setting a default entitlement for a customer.

Review the entitlements concepts, templates, and how to create, activate, or renew entitlements, then apply them to cases and manage channels and SLA associations.

Explore what a service level agreement means in Dynamics 365 and the standard, enhanced, and on-demand SLAs. Learn to implement SLA actions, handle unmet conditions, and manage cases.

Learn how service level agreements define the level of service and response times for cases. Explore first response by and resolve by KPIs and the silver, gold, and platinum levels.

Explore the two types of service level agreements in Dynamics 365, standard and enhanced, highlighting why using a single SLA type simplifies management and why enhanced SLA offers advanced functionalities.

Learn how to configure a standard sla in Dynamics 365 by selecting the entity. Define first response by and resolve by, then activate timers and warnings to manage non-compliance.

Explore enhanced SLA in Dynamics 365, pausing and resuming SLAs, defining success actions like emails or record updates, and configuring KPI-based warnings and resolutions for high-priority cases.

Learn how to apply service level agreements on demand in Dynamics 365, choose a default SLA, and automatically trigger SLAs with workflows or plugins, including a practical case-based setup.

Recap the key concepts of service level agreements, including standard and enhanced SLAs, customization, timers, on-demand usage, and related actions.

Download and use the exam preparation notes pdf to revise queues, entitlements, and service level agreements in Dynamics 365 for customer service, and prepare for the exam.

Master Dynamics 365 queues, entitlements, and SLAs through practical module lessons, including case routing, entitlement templates, SLA actions, and exam prep notes for MB2-718.