Revised 06/26/2026
This article outlines the process for investigating slow performance in akoyaGO CRM (Dynamics 365). Following this checklist ensures consistent troubleshooting, clear documentation, and appropriate escalation before involving Microsoft Support.
When to Use this Process
Use this process to investigate slow or inconsistent CRM performance, including:
• Long save times (for example, Gift or Fund creation)
• Slowness that varies by time of day
• Issues affecting only certain users or locations
Below are items to consider when investigating slow akoyaGO performance:
- Speed tests alone are not conclusive. (They are point‑in‑time.)
- Following the steps below can help determine if the issue might be environmental.
- The root cause may be outside akoyaGO’s control.
Important: This checklist should be completed before escalating a performance issue to Microsoft Support.
Standard Investigation Checklist
1. Identify the specific slow action
- What action is slow? (e.g., Gift Quick Create, full Gift form, Fund save, send to accounting action, etc)
- What is the approximate duration? (seconds vs minutes)
- Does the delay occur after Save? (important for workflow analysis)
2. Compare internal vs. client experience performing the same action.
- Request another akoyaGO user (at your foundation) to perform the same action
- Request a member of akoyaGO staff to perform the same action
- Note whether the behavior is:
- Fully reproducible
- Partially reproducible (slower but not extreme)
- Not reproducible at all
- Differences between internal and client experiences help distinguish environmental vs system‑level issues.
3. Review system jobs, focusing on active or stuck jobs rather than the total count.
- Check the total and active system jobs. For more information on managing System Jobs, please see MS Learn - Monitor & Manage System Jobs.
- A high total count alone is not automatically a problem.
- Look for:
- Excessive active jobs
- Jobs stuck in running or waiting states
- Please note that checking system jobs is a first checkpoint, not a default root cause.
4. Review workflows triggered on save, especially real-time and legacy workflows.
- Pay special attention to:
- Real‑time workflows (these directly increase savings in time)
- Deprecated or legacy workflows are still active
- Multiple workflows triggering from the same event (e.g., Gift create)
- Older or duplicated logic that competes during save operations.
5. Review database size, audit history, and retention policies.
- Review overall database capacity usage. For more information, please see MS Learn - Dataverse capacity-based storage details
- Confirm whether:
- Audit logs are being retained indefinitely
- Automated cleanup/bulk deletion policies were disabled or opted out of
- Out‑of‑control audit or history data has been identified as a known contributor to degraded performance over time.
6. Validate network and environmental factors using multiple data points.
- Run multiple speed tests throughout the day, not just once.
- Determine whether slowness:
- Happens only at certain times
- Happens only at the office vs home
- Happens to all staff or only specific users
- Environmental issues may be intermittent and time‑based rather than constant.
Escalation and Guidance
Document all findings in a single support akoyaGO case.
- Include:
- Notes from internal testing
- Screenshots or videos provided by the client
- Meeting notes or transcripts, if applicable
- Avoid parallel investigations outside the case.
After working with akoyaGO, escalate to Microsoft Support only after:
- The internal checklist is completed
- Findings are documented
- Clear reproduction steps or metrics are available
akoyaGO may assist the client with what to submit, but Microsoft cases should be opened with validated information rather than exploratory guesses.
Following this approach allows akoyaGO to:
- Provide consistent, defensible responses
- Identify configuration issues early
- Avoid unnecessary Microsoft escalations
- Build a repeatable standard for future slowness cases