SLA KPI - Incident (Power BI Dashboard)

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Posted on by danielst

Hello experts,

I have a question regarding the entity "SLA KPI Instance".
My main goal is to create a dashboard in Power BI that shows how long the processing of cases takes and whether the time set in the service level agreement can also be adhered to.

For this purpose, I have created an "SLA KPI" in the app "Customer Service Hub" under "Service Management", as well as a Service Level Agreement (SLA) and then an entity.

Unfortunately, however, I cannot find the two columns that connect the entity "slakpiinstance" and "incident" in order to enable a display in PowerBI.

I would also be very grateful for any other tips on how best to display the duration of cases!

Please help me to find out how I can establish a connection here.

Thank you in advance and best regards,
Daniel

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danielst 80 on at

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RE: SLA KPI - Incident (Power BI Dashboard)

Hi Leah Ju,

Thank you very much for this article!

I will try it by means of this explanation and think that it will help me.

Kind regards,

Daniel

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danielst 80 on at

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RE: SLA KPI - Incident (Power BI Dashboard)

Hi JMaye2,

Thank you very much for your comments.

However, I have already put this together so far - my problem is that I don't know how to access this timer using PowerBI.

Kind regards,

Daniel

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JMaye2 57 on at

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RE: SLA KPI - Incident (Power BI Dashboard)

Hello danielst

I worked on the SLAs by case priority for a few days and went through a few youtube videos- . www.youtube.com/watch

I currently have a First Response KPI and a Resolve By KPI.

Located in the Service Level Agreements I have Service Priority

Located in the Service Priority I defined the SLA Items for High Priority, Normal Priority and Low Priority with the applicable SLA KPIs from first pic above.

This affords the ability for First Response in timer- (this example is for high priority) with failure after 1 hour.

I hope this helps.

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Community Member on at

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RE: SLA KPI - Incident (Power BI Dashboard)

Hi danielst,

Maybe you can refer the following link:

How to Translate Dynamics 365 Field Values to Power BI | Magnetism Solutions | NZ (Auckland, Wellington, Christchurch and Dunedin)

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