Worked on the MicrosoftDocs/SupportArticles-docs repository to address the SLA KPI duplicate instances issue in Dynamics 365 Customer Service by delivering comprehensive documentation updates. Focused on clarifying symptoms, identifying potential root causes related to custom logic in plugins, workflows, flows, and actions, and outlining mitigation and validation steps. Improved documentation structure by standardizing date and link formatting, updating prerequisites, and enhancing overall clarity to reduce user confusion and support overhead. Utilized Markdown for technical writing and documentation, ensuring guidance was actionable and easy to follow. The work resulted in more maintainable support articles and streamlined troubleshooting for end users.