Work with SLA Policies

You can create up to 1,000 SLA policies total, with up to 10 milestones per policy. If your org was created before Summer ’13, its maximum SLA policy can be lower. Contact Salesforce to increase it.

Note If you’re using SLA policy, manage customers’ work orders and cases on separate entitlements. This is because an SLA policy only runs on records that match its type. For example, when a Case SLA policy is applied to an entitlement, the process only runs on cases associated with the entitlement. If a work order is also associated with the entitlement, the process won’t run on the work order.

To view or cancel active SLA policies, from Setup, enter SLA Policies in the Quick Find box, then select SLA Policies. You can also use the SLA policy queue to view or cancel active SLA policy actions. (SLA policy monitoring isn’t available in Professional Edition orgs.)

Important All users, even those without the “View Setup and Configuration” user permission, can view SLA Policies via the API.

• How a Record Moves Through an SLA Policy
  When an SLA policy is applied to an entitlement, the SLA policy runs on all support records linked to the entitlement. Learn how support records like cases and work orders move through an SLA policy.
• How Business Hours Work in SLA Management
  When a support record is linked to an entitlement, the record, its milestones, its SLA policy, and the entitlement itself can each use different business hours. Learn how Salesforce approaches business hours in these situations.
• Updating an SLA Policy
  Entitlement versioning lets you create multiple versions of an SLA policy, even if it’s assigned to active entitlements and support records.
• Create a Version of an SLA Policy
  Entitlement versioning lets you create multiple versions of an SLA policy, even if it’s assigned to active entitlements and support records. You can use multiple versions of an SLA policy at the same time in your Salesforce org.
• Set Up Agentforce SLA Summaries
  Agentforce SLA Summary gives you complete visibility into SLA performance. Track SLA breaches and trends, milestone performance, service reps’ workload and efficiency, and potential risk indicators. This feature helps you monitor average response and resolution times against SLA targets and quickly identify records at risk of missing an SLA.
• Set Up Predictive Risk Scoring for Cases
  Minimize SLA breaches by using machine learning to predict which cases are likely to breach their SLAs. View real-time risk scores and key contributing factors directly on the case record to take action before a violation occurs. The SLA Breach Prediction feature uses machine learning to analyze case data, such as priority, status, and history to forecast the likelihood of a case missing its SLA deadline. It provides a real-time risk score and identifies the top three factors influencing that score, allowing teams to proactively manage cases.