Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?
Click on the arrows to vote for the correct answer
A. B. C. D.D.
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level-agreementsTo enable on-demand SLAs, you need to follow these steps:
Create an SLA: First, create an SLA for the entity to which you want to apply on-demand SLAs. Ensure that the SLA is set up with the appropriate criteria and conditions, such as response time, resolution time, etc.
Activate the SLA: Once you have created the SLA, activate it to ensure that it is available to be used.
Publish the on-demand SLA: Next, you need to publish the on-demand SLA. To do this, go to the SLA record and select the "Activate" button. Once you have activated the SLA, select the "Publish" button to make it available to customer service representatives.
Grant permission: Ensure that the appropriate users have permission to apply the SLA. You can do this by granting the "Write" permission to the SLA on the security roles of the users who need to apply the SLA.
Add the SLA control to the entity form: To allow customer service representatives to apply the SLA manually, add the SLA control to the entity form. To do this, request an administrator to add the SLA field to the entity form.
Option D is the correct answer as it mentions adding the SLA field to the entity form, which is required for customer service representatives to manually apply the SLA. Option A is incorrect as configuring the scope of the workflow does not enable on-demand SLAs. Option B is incorrect as publishing the on-demand SLA is only one step in the process. Option C is incorrect as activating the SLA is only one step in the process and does not enable on-demand SLAs.