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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / First Response by KPI ...
Microsoft Dynamics CRM (Archived)

First Response by KPI - When a KPI was succeeded

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Posted on by Community Member

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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  • flavia.takushi Profile Picture
    flavia.takushi Microsoft Employee on at

    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

  • Community Member Profile Picture
    Community Member on at

    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.

  • flavia.takushi Profile Picture
    flavia.takushi Microsoft Employee on at

    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

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