Heena Attar enhanced the MicrosoftDocs/SupportArticles-docs repository by updating documentation related to the SLA KPI duplicate instances issue in Dynamics 365 Customer Service. She focused on clarifying symptoms, identifying potential root causes—especially those involving custom logic in plugins, workflows, and flows—and outlining mitigation and validation steps. Using Markdown and technical writing skills, Heena standardized date and link formatting, improved prerequisites, and restructured content to reduce user confusion and support overhead. Her work addressed a critical bug by providing comprehensive, actionable guidance, resulting in clearer documentation that supports both end users and support teams in troubleshooting and resolving recurring issues.