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M365 Show - Microsoft 365 Digital Workplace Daily

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M365 Show -  Microsoft 365 Digital Workplace Daily
M365 Show - Microsoft 365 Digital Workplace Daily
How to Set Up and Manage Escalations in Dynamics 365 Customer Service
Microsoft Dynamics Pulse: CRM, ERP, Insights

How to Set Up and Manage Escalations in Dynamics 365 Customer Service

Mirko Peters - M365 Specialist's avatar
Mirko Peters - M365 Specialist
Jul 15, 2025
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M365 Show -  Microsoft 365 Digital Workplace Daily
M365 Show - Microsoft 365 Digital Workplace Daily
How to Set Up and Manage Escalations in Dynamics 365 Customer Service
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You can set up and manage escalations in Dynamics 365 Customer Service by matching entitlements, SLAs, and escalation rules. These features work together like this:

  1. SLAs set how fast you must respond and solve problems. Timers and alerts track these times for you.

  2. Entitlements link what customers get to these service promises. This matches support levels …

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