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