Final answer:
Dynamics 365 SLAs are used to track KPIs like First Response Time and Case Resolution Time for every submitted case, ensuring that service teams meet their commitments to timely response and resolution.
Step-by-step explanation:
In Microsoft Dynamics 365, Service Level Agreements (SLAs) are designed to track various performance metrics and ensure that service providers are meeting their commitments. One common Key Performance Indicator (KPI) that can be tracked on every submitted case is First Response Time. This indicates the amount of time taken for a support team to provide an initial response to a case. Another important KPI that might be tracked is the Case Resolution Time, which measures how long it takes for a case to be resolved after it has been created.
Setting SLAs in Dynamics 365 helps organizations to maintain a high level of service quality by making sure that agents are promptly responding to and resolving customer issues within predefined timeframes. The SLA feature also provides tools for monitoring these KPIs, like warning and failure actions, which can trigger when certain conditions are met or not met, such as breaching the agreed response or resolution times.