What is an expected level of response defined for the case entity by default?

The expected level of response defined for the case entity by default is the First Response Time. This metric is crucial for assessing the efficiency and effectiveness of customer service processes. First Response Time measures the duration between the creation of a case and the first acknowledgment or response provided to the customer. It is typically a key performance indicator (KPI) used to gauge the quality of customer service, as timely responses can enhance customer satisfaction and improve overall service experience.

In most customer service frameworks, including Dynamics 365, maintaining a quick turnaround for initial responses is a priority. This urgency reflects an organization's commitment to addressing customer issues promptly, which in turn fosters a sense of reliability and attention to customer needs.

While other terms like Research Time, Dispatch by Time, and Last Response Time could be relevant in different aspects of customer service operations, they do not represent the standard metric for the initial response to cases. Research Time relates to the period taken to investigate a case, Dispatch by Time involves the timing of case assignments to personnel, and Last Response Time can reflect the final communication with a customer, but none are defined as the primary standard for initial customer engagement when a case is created. Thus, First Response Time stands as the default expected level of response measured for cases.