Custom recalculation of SLA KPIs

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Posted on by CU29110447-0

In the Customer Service admin center, there is an option to Enable recalculation of SLAs on reaching terminal status, which automatically recalculates SLA KPIs when a record reaches a terminal status.

However, I’ve noticed that custom recalculation of SLA KPIs can also be triggered using a plugin.

How does the default option differ from implementing a custom recalculation via a plugin?
If the default recalculation covers the required functionality, why would we need to create a custom recalculation?
Are there any limitations or specific scenarios where the default recalculation is insufficient, making a plugin necessary?

Looking forward to insights from those who’ve worked on SLA recalculations in their projects!

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Dynamics 365 general