Dynamics 365 Customer Service SLAs and Cloud Flows

Within Dynamics 365 we can use SLAs in the customer service app. Each SLA item can trigger a Power Automate Cloud Flow to complete any actions we wish to implement when a warning, failure, or success status is reached. This is great but I’ve found maintaining the Flows can become cumbersome. In this post I will explain an alternative approach.

Dynamics 365 Outlook App – Control which entities that can be set regarding

I recently got asked a simple question but one I didn’t immediately know the answer for! As I had to research the answer I thought a blog post might help anyone who is presented with a similar question. That being …. “In the Dynamics 365 App for Outlook we can track emails as being regarding a standard set of entities. What if we want a remove entities from this list or add custom ones?”.


I recently gave a short presentation about Gamification at a D365UG event in Birmingham. As part of my preparation I recorded my presentation, so everyone can watch it.