How to Configure SLAs and KPIs in Dynamics 365 Customer service – YouTube

Learn how to set up SLAs (Service Level Agreements) and KPIs in Dynamics 365 Customer Service. This step-by-step guide covers SLA configuration, KPI creation, and a real-world case demonstration to show how SLAs work in action. Perfect for anyone aiming to optimize service delivery and performance tracking in Dynamics 365!

This video consists of:

Time stamp:
 
00:00-01:25 Introduction and demo how SLA works
01:25-02:07 Navigate to customer service admin center and SLA KPI definition
02-07-02:36 create SLA KPI
02:36-03:18 Configure SLA and define SLA item
03:18-03:58 create SLA item
03:58-04:10 Activate SLA and set it as default
04:10-04:56 Create case for a non compliable customer
04:56-05:34 change the customer to compliable one for testing
05:34-06:01 check the second SLA item scenario in same case
06:01-06:57 Test the success criteria for both SLA Items

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