• The Service Level Agreement is a commonly used by service agents to ensure they deliver a consistent quality of service to every end-customer within a specified timeframe. 
• Dynamics CRM has a SLA countdown timer feature that shows a Customer Service Representative (CSR) exactly how much time is left on the clock before the SLA is non-compliant, helping the CSR to focus their attention on the SLAs nearing non-compliance and keep within their target.

SLA Configuration:

• Navigate to settings –> Customization –> entities –>  Cases –> open default form and place
• SLA Field On Case Form as shown below
• Save and Publish form, then you will see that Field on form

Creation of SLA Record

• Enter the name of SLA and choose entity for creation of SLA.

• After creating SLAs record Add SLA Items(SLA Details) To Record by clicking on “+” button

Creation of SLA Items:

• Present I am using two default SLA KPI’s and creating SLA Item like below

• Same like above record create “Resolve by” record as like below

Note: It’s must and should to give Failure after and warn after with appropriate data

• Now SLA’s record is showing above 2 records on SLA Details sub grid
• Now Activate SLA’s record by using Ribbon button “Active”
• Now for set SLA record to case and SLA KPI’s we will write a process(workflow)
• Create one workflow like below

• In above workflow “set properties” for case record like this
• Set Default SLA to SLA Field

• Set Failure Dates to Fields like below

• Now save the workflow and activate show the result in case when you create new case like below it is running time on form