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Hi Community,
I am helping the business to move D365CS reports to Power BI, and I start with the Power BI template file comes from the D365CS user docs: https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-customer-service-analytics-dashboard#step-7-add-power-bi-dashboards-to-customer-service-hub
When I am configuring the charts in PBI, I realize the SLA status isn't reflecting the same or properly sync'ed from D365CS.
For instance,
I have this case resolved with two SLA Expried:
But the data set and visuals in Power BI are showing "In Progress". I have tried refreshing the data set, it didn't help. And as it shows, not only this one record, but ALL SLAs are showing "In Progress" in Power BI even though some are actually with the Expired status in D365CS.
Am I missing anything in configuration?
Thank you in advance,
Jimmy
Hello Jimmy,
You can use the SLA KPI Instance entity status instead of the resolve by sla status. I think when the case is resolved the SLA KPI instance is reset to in-progress and then to succeeded. So if you write a workflow that is triggred before status change then you can update the resolve by sla status field.
Best Regards
PG
Hi PG,
Thank you for the hint.
After further looking into the data model from Power BI, I guess this is related to the two SLA features in Dynamics - the "Standard SLA" and "Enhanced SLA". The Power BI template was developed earlier, before the Enhanced SLA was introduced, so it is still looking at some fields from the "Standard SLA".
I am still going through the docs, but my gut feeling is to add the SLA KPI or some other fields to the data model too. Not sure if I need to write another workflow to trigger the status update though as it seems it's counting down and showed Expired/Noncompliant correctly in Dynamics.
Thank you,
Under review
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