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Enable custom entities for service-level agreements

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You can enable custom entities for service-level agreements so that users can use their own custom entities based on their requirements. You can enable custom entities either through the Power Apps portal or through your Dynamics 365 Customer Engagement (on-premises) organization.

Prerequisites

Make sure that you have the System Administrator or System Customizer security role or equivalent permissions.

Enable from Power Apps

  1. Sign in to make.powerapps.com and select your environment.
  2. Select Solutions > Default Solution.
  3. From Objects, select Table.
  4. Find the custom entity page name on the list and open it.
  5. On the custom entity page, Table properties section, select Properties.
    1. On the Edit table dialog, expand Advanced options.
    2. Go to the Make this table an option when section and select the Setting up service level agreements checkbox.
    3. Select Save.
  6. On the custom entity, select Schema > Columns, and then select New Column. On the New column dialog,
    1. Enter a Display name.
    2. For Data Type, select Lookup.
    3. For Related table, select SLA KPI Instance.
    4. Select Save.
  7. On the custom entity page, select Advanced > Publish table.
  8. Go back to Solutions and select Publish all customizations.

Enable from your Dynamics 365 Customer Engagement (on-premises) organization

  1. Sign in to your Dynamics 365 Customer Engagement (on-premises) instance.

  2. Go to Settings > Advanced Settings > Customizations > Customize the System to open the default solution.

  3. Select Entities.

  4. Find the custom entity from the list and open it.

  5. In the General tab, Communication & Collaboration section, select the Enable for SLA (Fields will be created) checkbox.

  6. Select Save and close. SLA is enabled for the custom entity.

  7. To create SLA KPI Instance fields for the custom entity, from Entities, search for the custom entity Widget.

  8. From Widget, select Fields, and then select New.

  9. In the New for Widget dialog, General tab, Type section, do the following steps:

    1. For Data Type, select Lookup.
    2. For Target Record Type, select SLA KPI Instance.

    Relationship Name automatically appears in the format: (Target Record Type)_ (Entity Name)_ (Field Name). For example, slakpiinstance_new_widget_Custom_Field_KPI.

  10. Select Save and close, and then select Publish All Customizations.

Enable entities for service level agreements