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Modified on SLA not starting when the case updated in CRM

Posted on by Microsoft Employee

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. 

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Kindly needful for this issue

  • Pankaj Gogoi Profile Picture
    Pankaj Gogoi 3,177 on at
    RE: Modified on SLA not starting when the case updated in CRM

    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

  • Suggested answer
    Jupiter Alappat Profile Picture
    Jupiter Alappat 235 on at
    RE: Modified on SLA not starting when the case updated in CRM

    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

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