How to create additional KPIs in addition to "First Response By" and "Resolve By"? RRS feed

  • Question

  • There are two KPI types in CRM 2016, "First Response By" and "Resolve By".

    I need a third one, how do I create that?

    Do I need to introduce new entity and link that to Case?

    I'm confused. Could anyone please help me on this?

    Monday, June 20, 2016 5:45 PM


  • I think I've found the answer.

    I need to create a relationship of the "SLA KPI Instance" entity with the "Case" entity.

    That will show/come up as the KPI type and that will be tracked directly on the Case!

    It's a camouflage type of structure provided by Microsoft in 2015 update 2; which is really really  awesome for Enhanced SLA!


    • Marked as answer by Niloy_Gourh Tuesday, June 21, 2016 5:38 AM
    Tuesday, June 21, 2016 5:38 AM