In this lesson, you will learn how to create Service Level Agreements for different determination rules: Gold, Silver, and Bronze in SAP Service Cloud Version 2.
The table above illustrates the Service Level Agreements (SLAs) for different account types using SAP Service Cloud Version 2. SLAs are agreements between a service provider and a customer that specify the expected level of service. The table categorizes the SLAs into three account types: "A" Accounts, "B" Accounts, and "C" Accounts. Each category contains specific details about the service levels provided.
Companies utilize Service Level Agreements (SLAs) to tailor their services to customers. For example, a company might offer customers options for faster or slower service, such as Gold, Silver, or Bronze support levels. Depending on the chosen SLA, customers receive different coverage, response times, and issue resolution speeds.
Rules for SLA Determination
With rules for SLA determination, you can assign condition attributes to identify the service level within a case. You may use the field ABC Classification or custom fields as condition attributes to determine the relevant service level. Overall, the SLA and its component SLOs specify the service to be provided to a particular customer, how this service is supported, and the related times, locations, costs, performance metrics, and responsibilities of both parties. Based on the SLAs, you can then evaluate actual performance and service quality.
Service Levels Settings
Administrators can configure the service levels in SAP Service Cloud Version 2 by following this path: Settings→Case Management→Service Levels.
SLAs can be defined, and rules can be established for SLA determination to calculate key dates in the Case object. Many other decisions within the Case also depend on various attributes, such as the service technician based on organization, work distribution rules, or information from the account or installed base.
SLA determination can be based on account, country, ABC classification, case status, priority, service team, product, product category, service category, custom fields, and others. Attributes can be customized according to the customer’s needs. The initial response and due date are calculated based on the reaction times and operating hours specified in the SLA.
Service Level Determination Settings
Administrators can configure the Service Level Determination in SAP Service Cloud Version 2 by following this path: Settings→Case Management→Service Level Determination.
Working with SLAs in Cases
After a new Case is created, the system determines the specific Service Levels needed to resolve the issue based on the Administrator-defined determination rules. Service Agents can view the key milestones of the Case they are working on in the case details facet, where the following are visible:
- Service Level
- Initial Review Due On
- Completion Due On
- Resolution Due On
- Duration with Agent
- Escalated On
- Response Due
- Initial Review Completed On
- Completed On
- Assigned to Customer On
- Duration with Customer
Service Agents can take certain actions to manage the reaction times of a Case, for example:
- They can escalate the Case.
- They can change the priority of the Case.
- They can assign a different team to the Case.
Configuring Service Level Agreements in SAP Service Cloud Version 2 – Video
In this video, we will demonstrate how to create Service Level Agreements for Gold rule in SAP Service Cloud Version 2.
Video Summary
- Access Settings and select "Cases" to create a new Service Level named "Gold".
- Configure response requirements and operating hours for Gold, then save and activate.