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

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!