KPI and SLA Configuration in Microsoft Dynamics 365 CRM: A Step-by-Step Guide
Ғылым және технология
Welcome to my video on KPI and SLA configuration in Microsoft Dynamics 365 CRM! In this video, I will guide you through the process of setting up Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) in Dynamics 365 CRM.
As businesses strive to deliver high-quality customer service, it becomes increasingly important to track performance metrics and ensure that service level agreements are met. KPIs and SLAs are critical tools that enable businesses to monitor and manage their performance in real-time.
Through this video, you will learn how to configure KPIs and SLAs in Dynamics 365 CRM, Escalate service requests to next support level when SLA's are missed, and monitor performance. We will cover topics such as creating and customizing KPIs, defining SLA metrics and thresholds, escalating request with missed SLA using Power Automate and setting up alerts and notifications.
Whether you are new to Dynamics 365 CRM or an experienced user looking to improve your service delivery, this video will provide you with valuable insights into KPI and SLA configuration in Dynamics 365 CRM. So, let's get started!
Пікірлер: 20
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.
Very good explanation!!
@victoroguche9147
Ай бұрын
Glad it was helpful!
@MrAmalvankar
Ай бұрын
@@victoroguche9147 how would you differentiate workstreams and routing ?
Thank you so much Victor! Appreciate that you sharing your knowledge with us. It´s a helpful video
@victoroguche9147
5 ай бұрын
Thanks for your positive feedback
Thank you for sharing! It was a useful video.
@victoroguche9147
11 ай бұрын
Glad it was helpful!
Very helpful Thanks!
@victoroguche9147
4 ай бұрын
Thanks for your feedback. I am glad it was helpful
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
11 ай бұрын
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 kzread.info/dash/bejne/enp9wY-lddSugc4.html
Hi Victor, thanks for this video. I just a question. It is possible still showing the negative value on timer instead of "Expired" message?
how you added the resolve in field in Case entity
why the case did not assigned to the user in the queue with me ?
@victoroguche9147
5 ай бұрын
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
Hey Victor, how did you get the Phone to Case Process bar at the top of your creating a case form?
@victoroguche9147
11 ай бұрын
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.
Should i activate all SLAs?
@victoroguche9147
6 ай бұрын
Yes