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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / SLA response and resol...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

SLA response and resolve violation report

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Posted on by Community Member

Hi Team,

I have configured enhance SLA for case entity. But user not response or resolved  the case it will escalate next level.

I am trying to view reports or view field on resolved form which case response violation and which case resolve violation case Entity. Kindly help me.

Thank you

Vetrivel G

  • Suggested answer
    Asif365 Profile Picture
    Asif365 1,431 on at

    I think you can define custom key performance indicators (KPIs) for case entity that's set up to be used with SLAs.

    Please have a look at the below link for more information.

    docs.microsoft.com/.../5-defining-custom-kpis

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