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
- About SLA policies and how they work
- Defining SLA policies
- Defining group SLA policies for internal teams
- Using SLA policies
- Customizing your SLAs with advanced settings
- Viewing and understanding SLA targets
- Ordering SLA policies
- SLA reporting dashboard overview
- Defining OLA policies using internal SLAs and child ticket side conversations
Best practices and recipes
- Fine Tuning: Succeeding with SLAs
- Manage outages with SLA policies
- Setting up an SLA based on a Salesforce organization or user
- Reviewing SLA performance in Explore
- Defining an SLA policy based on the creation date of a ticket
Community tips and recipes
- 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
- Creating a notification to identify tickets that are stuck at the back of the queue due to no SLA being applied
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