How do I Enable Service Level Agreement(SLA) into Case?

Updated on December 28, 2017 06:06am by Admin

You can enable SLA (Service Level Agreement) to the priority. Based on the selection of case priority Service Level Agreement will be applied to cases. Lets go through the steps to enable the SLA to a Case record.

Steps to Enable SLA to Case

  1. Log in and access Cases app from your universal navigation menu bar. 
  2. Create new SLA from Cases settings. 
  3. Once you've created SLA, Select "Cases" and then go to "Priorities" setting.
    cases-priority
  4. You can view columns of priorities and SLA Name. 
  5. Click on "Edit" button to change the SLA Name. 
    updating-SLA
  6. You can able to view the drop down with SLA names.
    SLA-name-time-breach
  7. Select an "SLA" from a predefined list. 
  8. You can view the associated SLA with priority on Case creation page as shown in the image below:
    SLA-In-create-case 

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