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Service | Customer Service, Contact Center, Fie...
Suggested Answer

Modified on SLA not starting when the case updated in CRM

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Posted on by

Hi Everyone,

I have recently updated the Customer service Hub wave 2  features. The SLA not properly functioning I have configured SLA modified on but when the cases is created in the CRM it's automatically starting to SLA, Not mention any business hours.

I want to make start SLA when the case to modified /assign to support engineer. 

pastedimage1597473225717v1.png

Kindly needful for this issue

I have the same question (0)
  • Suggested answer
    Jupiter Alappat Profile Picture
    235 on at

    Probably the below articles would help you in checking the SLA and configuring the business hours.

    docs.microsoft.com/.../define-service-level-agreements

    and

    docs.microsoft.com/.../create-customer-service-schedule-define-work-hours

    Regards,

    Jupiter

  • Pankaj Gogoi Profile Picture
    3,177 on at

    Hi Vetrivel,

    You can create a lookup field to Queue and In the Applicable When section, define the conditions under which the KPI will be applied. For instance, if lookupfieldQueue contains data.

    https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

    Best Regards

    PG

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