Many companies internal processes allow 'extra time' on-top of an SLA if a specific event occurs (for instance, a customer doesn't answer the phone). The company wishes to report on this SLA as been granted extra time, but not failed.

Grant customer service managers the ability to extend an SLA for a specific record by a set amount of time and make this reportable, e.g.

Record A - Respond by SLA failed.
Record B - Respond by SLA granted extra time, succeeded.
Record C- Respond by SLA, succeeded.
Category: Case Management
Ideas Administrator

Thank you for reaching out. Your idea seems to be a question about existing functionality of recalculation of SLAs. Please reach out to Dynamics Customer Service Forum to ask questions:   

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