Managing Service Level Agreements

Objective

After completing this lesson, you will be able to create a Service Level Agreement

Service Level Agreements

Service Level Agreements, or SLAs, allow you to define time-based thresholds for different stages of a process. This helps track and manage case response times, ensuring timely resolution of issues. You can define various SLA levels, each with a specific time duration and associated color-coded status. The system automatically transitions cases between these levels as time elapses, sending email notifications to relevant parties when thresholds are met. This proactive alerting system helps prevent delays and ensures that urgent cases receive prompt attention.

You can also configure which SLA level constitutes the deadline for a case. Relevant SLA information (remaining time, start time, deadline) is displayed in the user interface, providing users with clear visibility into the case's progress.

You can add SLA information to the Form Designer associated with the View Case action. This form has several standard SLA related fields, including:

SLA Debug Information
SLA Due Time
SLA Start Date
SLA Time Left
SLA Time Spent

Create a Service Level Agreement

In this exercise, you will create a Service Level Agreement (SLA) that contains five levels as shown in the table below. For the first three levels, all case assignees will receive a notification when a case has been in the Review status for the specified number of days. At the Red tier, which is the deadline, the case creator will also be notified, and at the Black tier, the assignee and the manager will be notified.

Level	Day	Notification
Yellow	2	Current Assignees
Orange	3	Current Assignees
Red	4	Current Assignees Case Creator
Black	5	Current Assignees Manager

Steps

Create the SLA and select the statuses.
1. From the Setup screen, select Automation→SLA.
2. Enter the name Inquiries SLA.
3. Select Next.
4. In the Workflow field, select Inquiries.
5. In the Statuses field, select Review.
6. Select Reset the SLA value for each selected status.
Set the time parameters and notification recipients.
1. Set the SLA Unit to Day.
2. Check the box Track time only during business days
3. Enter the number of days for each tier as shown in the table above.
4. On the Red tier, select set as deadline.
5. Enter the notifications as shown in the table above.
6. Select Save.

Summary

Create multiple Service Level Agreements (SLA) levels with specific duration and color-coded statuses to track case progress.
Configure automatic email alerts to assignees, creators, and managers when cases reach specific SLA thresholds.
Designate specific SLA levels as deadlines to ensure urgent cases receive prompt attention and resolution.
Add SLA fields to forms to provide users with visibility into remaining time, start dates, and deadlines.
Apply SLAs to specific workflow statuses and choose whether to track time only during business days.

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