Configure SLA definitions for customer service cases
A service level agreement (SLA) specifies the time within which service must be provided. Configure SLA definitions that include the necessary information to create and progress SLAs for customer service cases.
Antes de Iniciar
Role required: admin
Por Que e Quando Desempenhar Esta Tarefa
The Customer Service Management application uses service level agreements with customer service cases. An SLA can be attached to a service contract, to a company, and to a product and can be configured to start, pause, and stop based on any customer service case attributes.
An SLA is automatically associated to a case when the case is created or updated based on the conditions that have been set up in the SLA definition. The specific record that gets attached to a case is the Task SLA record, which tracks the SLAs for that particular case. The Task SLA table [task_sla] stores Task SLA records.
Procedimento
- For more information about SLAs, see Service Level Management concepts.
- To create an SLA, see Create an SLA definition.