How to Set Up and Manage Escalations in Dynamics 365 Customer Service
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:
SLAs set how fast you must respond and solve problems. Timers and alerts track these times for you.
Entitlements link what customers get to these service promises. This matches support levels …