SLA – Recalculate on reactivation of cases

I have blogged a few times about capabilities around service level agreements (SLAs) within Dynamics 365 Customer Service! This time I plan to cover a specific requirement that frequently arises …. as we often need to understand the impact on our SLA when re-opening a resolved case.

Obviously, we’d like to think our agents always fully resolve all issues on their first attempt! But in the…

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SLA – Recalculate on reactivation of cases

I have blogged a few times about capabilities around service level agreements (SLAs) within Dynamics 365 Customer Service! This time I plan to cover a specific requirement that frequently arises …. as we often need to understand the impact on our SLA when re-opening a resolved case.

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