Hi everyone,
I am a little confused. When a KPI is configured, I have set items in the details box. So, the conditions by which is applicable, is my issue.
When a SLA is successfully applicable if configured the conditions?
How can i set conditions for SLA (First KPI response) when send incoming email response automatically?
Thanks a lot.
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Hi Franco,
First response sent is a field in the Case form. You can set this field manually or automatically.
Please access this link so you can better understand which this field means:
community.dynamics.com/.../tip-177-understand-first-response-sent-for-sla
Hi Flavia,
I have that configuration. Only when my case priority = 'High' and others above.
But, What means 'First Response Sent'?
When does it occurs in real time?
What is the trigger that "First response sent"?
Thanks a lot.
Hi Franco,
You can configure a SLA to be applicable only if certain condition is defined. For example: Case Priority = High.
If you don`t define the condition, the SLA will be always taken into account.
To configure to send an email when a first response is sent, you have to define:
- Success Criteria: First Response Sent = Yes
- Success Actions: click on Add Step > Send Email
Please check this link for more details about KPI configuration:
www.microsoft.com/.../define-service-level-agreements-slas.aspx
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