How SLA KPI Instance Statuses work in Dynamics 365 - Dynamics …
In this video I demonstrate how the SLA KPI Instance Statuses in Dynamics 365 work for Resolved and Cancelled Cases that are closed prior to the ‘Failure Time’ for a ‘Resolve By KPI’, configured using an ‘Enhanced SLA’, is reached. In particular, this demonstration highlights how the SLA KPI Instance Status is always eventually set ...
Configure SLA KPIs for Opportunities in Dynamics 365 - 3 of 7
Configure SLA KPIs for Opportunities. Add the following three 1:N (one-to-many) Relationships from the SLA KPI Instance to the Opportunity entity. The Field Name for each Relationship is the name of the SLA KPI; i.e. First Response By, First Response After Quote Accepted By and Order Sent By. This results in the addition of three corresponding ...
cmty_blog_detail - Dynamics 365 Community
Create a new SLA KPI: Name: The name of the SLA KPI. Owner: The user creating the SLA is populated by default. Entity Name: Select the entity for which the KPI will be measured. KPI Field: Select the respective KPI field. Applicable From: Select a value based on which the warning and failure time will be measured; The above is an out-of-box ...
cmty_blog_detail - Dynamics 365 Community
The Timer Control is configured as follows: For this SLA KPI the Timer Control Label is ‘First Response By SLA KPI’. For the other two Quick View Forms the Timer Control Label will be ‘First Response After Quote Accepted By SLA KPI’ and ‘Order Sent By SLA KPI’. These Quick View Forms will be added to the Opportunity Main Form to ...
How to Use Power Automate in SLA to Configure Actions
Below steps you can use to configure SLA: Step 1: Open the Customer Service hub app and change the area to Service Management. Create SLA KPI for required the entity and activate it using the Activate button. In the below screenshot, you can see that I have selected the Case entity with ‘First Response By KPI’ KPI.
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cmty_blog_detail - Dynamics 365 Community
Step Two – Query the SLA Item. Each instance of a KPI is going to relate to a particular SLA item. So next I read the SLA item as that will give me the definition of this SLA. So, I added a “get row by ID” Dataverse action. My table name is “SLA Items” and the row ID is “SLAItem (Value)”.
cmty_blog_detail - Dynamics 365 Community
In the configuration of SLA Items and the creation of SLA Instances, the Name of the SLA Instance, rather than the selected SLA KPI on the SLA Item, will be used to denote the SLA KPI; e.g. First Response By. However, we do need to create and use one generic placeholder SLA KPI for use with SLA Instances. Configure SLA KPIs for SLA Instances
Dynamics Community Forum Thread Details - Dynamics 365 …
When setting up an new SLA item there is a field "SLA KPI" which has the 2 following values: 1. First response by KPI 2. resolve by KPI. Can someone please explain the purpose of the field and in which business scenario each option would be applicable? Thanks in advance
Dynamics Community Forum Thread Details - Dynamics 365 …
Oct 9, 2024 · I am new to CRM Dynamics and I want to know if it is possible to add additional SLA KPi items. I currently configured my SLAs based on Priority Level, P1 = Critical, P2 = High etc. From there we have a first response kpi and a resolve by kpi. Each Priority level will have a first response and a resolve by. However some clients would prefer more ...