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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.
Kindly needful for this issue
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
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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