How to setup additional SLA KPIs

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Posted on by Kechi

Hi there,

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 communication if it is a priority level 1 (Critical).

I need to add two additional kpis an "estimation response" and "subsequent response"

Priority	Description	Response	Estimation Response	Subsequent Responses	Resolution
1	Critical	1 hour	2 hours	Every 30 min	4 hours

Is this possible ?

Many Thanks

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Community Member Microsoft Employee on at

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RE: How to setup additional SLA KPIs

Hi Partner,

Please click Yes under "Did this answer your question?" to close this thread if the problem has been solved .

Thanks.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
Kechi 40 on at

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RE: How to setup additional SLA KPIs

Thank you so much for that Leah Ju,

I successfully created those KPis "Estimation" and "Subsequent" I am onto creating the new SLA items for that specific SLA.
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dian74 2,475 Most Valuable Professional on at

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RE: How to setup additional SLA KPIs

Full explanation in my article: d365goddess.com/.../
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Community Member Microsoft Employee on at

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RE: How to setup additional SLA KPIs

Hi Kechi,

The SLA KPI field is a N:1 relationship between the entity selected in the entity name field and the SLA KPI Instance entity.

In the screenshot below the case entity is selected in the entity name field, and the SLA KPI field represents the N:1 relationship between the case (incident) entity and the SLA KPI Instance entity, which is the lookup field on the case entity called ‘Resolve By KPI(resolvebykpiid)’.

There are two out of the box lookup fields we can use for this on the case entity: ‘First Response by KPI(firstresponsebykpiid)’ and ‘Resolve By KPI(resolvebykpiid)’.

So you can create your own by adding another lookup field to the SLA KPI Instance entity.

After saving and publishing all customizations, you can view new in the dropdown list of the KPI field.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.