How Do I Create Service Level Agreement in Cases App?

What is SLA?

A service-level agreement (SLA) is a part of a service contract where a service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time. Service level agreements allows you to add SLA’s for your cases.

Steps to Create Service Level Agreement

1. Log in and access Cases app from your universal navigation menu bar.
2. Click on “More” icon and select "Settings" located at the app header bar.
3. Click on “SLA's” from left navigation panel. 
4. If you are standard plan user, then need to upgrade your plan to use this feature.
5. Click on "Create" button and specify:
• SLA Name – Name for service level agreement.
6. Click on “Add” button to include events and specify:
• When – Select default case action from drop-down list.
• After – Provide time limit within the case need to logged and necessary action need to be performed. 
• Actions – By default, Re-assign and Email are provided. Click on “Plus” icon to include more actions. 
7. Click on “Create” button to complete. 

For the above example events, the actions performed are shown in the table below:

Related Links

• Create my views
• Create mandatory custom field
• Create service level agreement