Dynamics CRM 2015

The SLA feature has been newly introduced in Microsoft Dynamics CRM 2015 which makes it possible to assign special SLA items to a customer. Those items allow the definition of success, failure and warning actions that can either create or update records or simply trigger some e-mail messages.
The following steps are required to configure a SLA with e-mail notification when a case is created:
1. Login to your Dynamics CRM instance using the „System Administrator“ account
2. Navigate to the „Service Management“ section under „Settings“ and open the „Service Level Agreements“ section in order to define a new SLA
3. Create a new SLA, enter a name for the SLA and save the record
4. Add a new SLA item under „SLA Details“
5. Under „Applicable when“ define that the „Created on“ field on the case entity must contain some data
6. Under „Success criteria“ define that the field „Status“ of the case is either „Canceled“ or „Resolved“
7. Under „Success action“ select „E-Mail“ and define what should be sent to the customer if the case has been resolved or cancelled
8. Under „Warning action“ select „E-Mail“ and define what should be sent to the support employees if the SLA is about to breach
9. Save the SLA and activate it