The Spring 2014 release of Microsoft Dynamics CRM (code named Leo) added SLAs and Entitlements to the revamped Service Module, giving support representatives the ability to track and define the level of service a customer has purchased. The criteria for what constitutes "success" are defined using an Advanced Find-like form, and you can have multiple SLAs, either by product or customer type or location.
The most visible result of this technology is that you can add a "timer control" to the Case form. This timer will countdown the time remaining until the next SLA target (first response or resolution). So if the call has a 4 hour commitment, it will count down, second by second, from 3:59 on down. When the success criteria are met, the timer st...