Service Level Agreements, or SLAs, are agreed upon measures of the average response and resolution times that your support team delivers to your customers. Providing support based on service-levels ensures that you're delivering measured and predictable service.
This topic contains resources for SLAs including documentation, recipes, and community tips.
Documentation
- Defining and using SLA policies
- Viewing and understanding SLA targets
- SLA reporting dashboard overview
Best practices and recipes
- Fine Tuning: Succeeding with SLAs
- Full Circle: Leveraging SLAs to drive team performance
- Manage outages with SLA policies
- Setting up an SLA based on a Salesforce organization or user
- Reviewing SLA performance in Insights
- Versioning your SLA policies
Community tips
- Running triggers, automations, and reporting based on ticket SLAs
- Using enhanced SLAs
- Troubleshooting common issues with SLAs
- Using SLAs with different time zones, contracts, and business hours
4 Comments
Does anyone have any practical experience using Agent Work Time as their only SLA? I'd love to see a practical example how it would be implemented...
Thanks!
Hello Ayal,
I've gone ahead and responded to this question in a previous post of yours the I have linked below.
Response
Best regards,
Devan
Can someone share his SLA setup to compare?
@Frédéric
I don't know if this is going to show you what you'd like, but here is one of my SLAs for one group:
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