KPI and SLA Configuration in Microsoft Dynamics 365 CRM: A Step-by-Step Guide

[@midolicious87]

Thank you so much Victor! Appreciate that you sharing your knowledge with us. It´s a helpful video

[@victoroguche9147]

Thanks for your positive feedback

[@snitikal]

Absolutely love the video. You have explained it very well. I am doing SLA for the first time and following your video I just cracked on. Thankyou so much.

[@happy-door-official]

Thank you for sharing! It was a useful video.

[@victoroguche9147]

Glad it was helpful!

[@MrAmalvankar]

Very good explanation!!

[@victoroguche9147]

Glad it was helpful!

[@MrAmalvankar]

@@victoroguche9147 how would you differentiate workstreams and routing ?

[@ramirosousa]

Hi Victor, thanks for this video. I just a question. It is possible still showing the negative value on timer instead of "Expired" message?

[@TusharBorawake]

I have followed you but while creation of new SLA item in "Applicable when" box I cannot see "Group(Case) field. Also in value dropdown I cannot see "Bug Reports" etc. Did I missed any step ? I am new to dynamics. Please assist. Thanks

[@victoroguche9147]

Sincere apologies for the late reply. This field you mentioned were fields I already created in the previous video before this one. The video is kzbin.info/www/bejne/fneskGCietZ7h80

[@FernandoJorgedaSilva]

Very helpful Thanks!

[@victoroguche9147]

Thanks for your feedback. I am glad it was helpful

[@LindsayCampbell-p2y]

Hey Victor, how did you get the Phone to Case Process bar at the top of your creating a case form?

[@victoroguche9147]

The phone to case is an out of the box business process flow. Navigate to business process flow and you will see all listed there. I will create a video on business process flow and all you need to know soon.

[@afrozshaik-n6q]

how you added the resolve in field in Case entity

[@jenniferrammona1431]

Should i activate all SLAs?

[@victoroguche9147]

Yes

[@mostafaabdo3459]

why the case did not assigned to the user in the queue with me ?

[@victoroguche9147]

It depends on the assignment method you choose. If you choose round robin then the next case that gets to the queue will be assigned to the other user