How SLA KPI Instance Statuses work in Dynamics 365

In this video I demonstrate how the SLA KPI Instance Statuses in Dynamics 365 work for Resolved and Cancelled Cases that are closed prior to the ‘Failure Time’ for a ‘Resolve By KPI’, configured using an ‘Enhanced SLA’, is reached.

In particular, this demonstration highlights how the SLA KPI Instance Status is always eventually set to ‘Noncompliant’, after initially progressing from ‘In Progress’ to ‘Nearing Noncompliance’ for Cancelled Cases even when the Case was cancelled before either the ‘Warning Time’ or the ‘Failure Time’ of the ‘Resolve By KPI’ is reached.

This demonstration then also shows how the ‘Resolve By KPI’ configured using an ‘Enhanced SLA’ can be configured so that the SLA KPI Instance Status for Cases that are cancelled prior to the Failure Time will have a Status of ‘Success’ rather than a Status of ‘Noncompliant’.

Overall, it might be expected or required that Dynamics 365 sets the SLA KPI Instance Status to ‘Cancelled’ for Cancelled Cases but this is not so.

00:00 – Introduction
00:17 – Topic
01:36 – SLA KPI Instance Option Set Values
01:45 – Timer Control
02:19 – Customised Case Form (used for this demonstration)
03:23 – Sample Default SLA 1 (used for Sample Case 1 and Sample Case 2)
03:47 – Sample Case 1 (SLA KPI Instance = Succeeded when Case is Resolved prior to the Failure Time)
05:01 – Sample Case 2 (SLA KPI Instance = Noncompliant when Case is Cancelled prior to the Failure Time)
06:28 – Sample Default SLA 2 (used for Sample Case 3)
07:34 – Sample Case 3 (SLA KPI Instance = Succeeded when Case is Cancelled prior to the Failure Time)
08:27 – Reporting

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