In SLA, we need a way to choose a date and time while pausing or resuming the SLA. Based on this all calculation should happen. The reason being that most of the times, field service agents have to wait for a part or product and at this time SLA will be running. In Practical cases, when field service agents are not users of CRM, they have to inform an admin (user in crm) on their behalf to pause or resume the SLA. Sometimes due to the delays in providing such information to contract admin, SLA will be running in the backend while the field agent waits for a part and has not informed the admin user. This is a feature mostly available with other customer service products and such a feature can provide more flexibility to Dynamics Customer Service Module.
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