Agreements, Levels, and Objectives of Service
In this lesson, you will be able to create Service Level Agreements for different determination rules; Gold, Silver and Bronze in SAP Service Cloud Version 2.
The table above outlines the Service Level Agreements (SLAs) for different types of accounts using SAP Service Cloud Version 2. SLAs are commitments between a service provider and a customer that define the expected level of service. The table categorizes the SLAs into three different account types: "A" Accounts, "B" Accounts, and "C" Accounts. Each account type has specific details regarding the level of service they receive.
Companies use Service Level Agreements (SLA) to tailor their services for their customers. For example, a company could give customers a choice of more or less immediate service with a choice of say Gold, Silver or Bronze levels of support. Depending on the SLA chosen, customers get more or less coverage, shorter or longer response times, with service requests resolved more or less quickly.
Rules for SLA Determination
With rules for SLA Determination, you can assign condition attributes to determine the service level within a case. As condition attributes you can use the field ABC Classification or custom fields to determine the relevant Service Level. Altogether, the SLA and its constituent SLOs specify what service is to be provided to a specific customer, how this service is to be supported, and associated times, locations, costs, performance, and responsibilities of both the parties involved. Against the SLAs, you can then measure the actual performance and the quality of your customer service.
Service Levels Settings
Administrators can configure the service levels in SAP Service Cloud Version 2 by following the following path: Settings → Case Management → Service Levels.
SLAs can be defined and rules can be set for SLA determination, based on which key dates are calculated in the Case object. There are many other determinations that happen in the Case based on various attributes (for example service technician based on organization, or work distribution rules, or 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 adapted based on the customer’s requirements. Initial response and due date calculation based on reaction times and operating hours in SLA.
Service Level Determination Settings
The Service Level Determination can be configured in SAP Service Cloud Version 2 by administrators in the following path: Settings → Case Management → Service Level Determination.
Working with SLAs in Cases
After the creation of a new Case, the system determines the Service Levels specifically required to solve that issue based on the attributes that have been set up in the determination rules by the Administrator. Service Agents can look at the important milestones of the Case that 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 some actions to control 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.