Dear all,I have a question regarding SLA KPIs in Microsoft Dynamics CRM. As a part of my morning reporting, I have to export the actual values of SLA's (First response in and Resolved in). What I have to do is to export when First Response happened and when Time to Resolution has happened.
I'm new to CRM and it's giving me a lot of headache. This is the only information showing on a case. Any kind of help will be appreciated.
Hello Shpendi,
Can you check the SLA item for the Action on Succeeded and be sure it's setting the appropriate date field? More information here: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements#create-an-sla-in-customer-service-hub . There are also some system settings you should verify to be sure SLA's aren't disabled, information also in the above link. Once the Action is added to populate the date, you should be good.
Thanks,
Mike Riley
Greetings Mike,
Thank you for your speedy reply.
I added First Response By and Resolve by as a column in my report and they show blank.
Do I need to configure something before using both entities?
Please find attached a screenshot.
And, this is the information I get in one of the active cases.
Have a good week, Shpendi
Hi Shpendi,
Although you cannot see the field on the form, there are 2 fields populated with dates, they are named "First Response By" and "Resolve By". You can create a report by using Advanced Find, searching for Cases and adding these 2 fields by clicking Edit Columns in Advanced find (screenshot below).
Alternatively, you can create a view for Cases, and add these 2 fields to the view, then export the report on a daily basis from the view. You may want to add a System view, so others can view and create this report as well.
Hope this helps,
Under review
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
As AI tools become more common, we’re introducing a Responsible AI Use…
We are honored to recognize Mansi Soni as our August 2025 Community…
These are the community rock stars!
Stay up to date on forum activity by subscribing.
Abhilash Warrier 100 Super User 2025 Season 2
Suresh Kulla 72 Super User 2025 Season 2
DAnny3211 54
