Apply Service-Level Agreements and Milestones to Service Requests

Create an SLA policy by selecting Service Request as the SLA policy type. Then, add a milestone to an SLA policy and add a milestone action to the SLA policy. In Lightning Experience, add the Milestones component to the Lightning page for service requests by using Lightning App Builder.

Service Designer Application: As an admin you manage these agreements by using service contracts and entitlements to ensure adherence to fulfillment standards. You configure an SLA to start when a service request is created with a specific category (for example, Password Reset). The SLA is compliant when the status of that request changes to Closed. If a request approaches its deadline, the milestones can flag the request for escalation.

Requestor Visibility and Tracking: The system provides the requestor with visibility into the process. After submitting a request, your users can search for their service requests from the App Launcher and track the request lifecycle. The applied Milestones and the overall SLA status (such as, Compliant, Violated) are visible on the record. This visibility helps users view and track their existing requests as they move toward resolution.

Your service reps can review and update milestones on the Service Request detail page.