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            Work with SLAs and Milestones for IT Services

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            Work with SLAs and Milestones for IT Services

            Work with service-level agreements (SLAs) and milestones to define, track, and enforce service delivery standards for your IT teams. Use predefined SLA policies for common IT service requests or create your own custom policies.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            • Predefined SLA Policies for IT Services
              Predefined service-level agreement (SLA) policies for incidents, problems, and change requests are included with IT services to facilitate your service management processes. These policies streamline your setup, ensuring consistent service levels without the need for extensive configuration from scratch.
            • SLA Lifecycle in an IT Services Organization (Example)
              This example shows how an IT admin at Cumulus Bank uses SLA Management to make sure that incidents, problems, and change requests are handled efficiently and according to service-level agreements (SLAs).
             
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