Notifications
Announcements
No record found.
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
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
As AI tools become more common, we’re introducing a Responsible AI Use…
We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…
These are the community rock stars!
Stay up to date on forum activity by subscribing.
Tom_Gioielli 45 Super User 2025 Season 2
Daniyal Khaleel 27 Most Valuable Professional
Soundari 15
