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kpi field in sla kpi

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Posted on by Anandhcrm

In SLA KPI entity, I could find the field called /KPI Field/. Actually what is the use of this. Do we need to create a KPI field for the entity ? Can you please clarify this

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RudyZhang Microsoft Employee on at

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Hi,

According to Microsoft's official documentation, /KPI Field/ has two options, First Response By KPI and Resolve By KPI This field is used to select the corresponding KPI field that must measure the KPI.

The link to the official Microsoft documentation is as follows.
https://learn.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements?tabs=customerserviceadmincenter#create-sla-kpis-

In addition, according to the description in the official Microsoft documentation, you do not need to create a KPI field for the entity, but you do need to create a lookup field on the entity that must be configured with the SLA and associate it with the SLA KPI instance.

Here is a simple example to make it easier for you to understand.
Step1, create the Look up field on the entity you need to configure the SLA for and associate the SLA KPI instance with it.

Step2, create SLA KPI and select your customized field in KPI Field.

The link to the official Microsoft documentation is as follows.
https://learn.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements?tabs=customerserviceadmincenter#prerequisites

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Rudy Zhang

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PaulinaFriedma1 2 on at

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Had this issue and the solution helped
Thanks for detailed explanation and example @Rudy

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