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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.
Required Editions
| View supported editions. |
Use entitlement versioning if: You might find that an SLA policy needs to be updated seasonally, or that you need to roll back to a previous version.
When you create versions of SLA policies with the same name, the version number and notes help you differentiate between versions. Salesforce prevents you from disabling entitlement versioning so you always know which version you’re working with.
- You want to make several versions of an SLA policy that have minor differences
- You want to update an SLA policy to reflect changes in your business processes
When you create a new version of an SLA policy, you can change any of the following:
- Name
- Description
- Whether the process is active
- Whether the version is the default
- Entry criteria
- Exit criteria
You can also add notes about the version. This makes it easy to differentiate between multiple versions of the same process, especially if they have the same name.
On new versions of SLA policies that are currently in use, you can add new milestones, but you can’t edit existing ones. On new versions of processes that aren’t currently in use, you can both add new milestones and edit existing ones.
After you create a version of an SLA policy, you can choose to activate it. Activating a version makes it the default, and all new entitlements and support records start using this default version. Existing records that are using a previous version of the SLA policy continue to use that version. However, if the record is updated, it starts using the default version. All versions of an SLA policy must be the same type: Case or Work Order
