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            Set Up SLA Policies

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            Set Up SLA Policies

            SLA policies are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an SLA policy to apply to entitlements in your Salesforce org.

            Required Editions

            • Create an SLA Policy
              Create an SLA policy to give support reps a timeline of required steps to follow when solving support records. Each policy includes the logic necessary to determine how to enforce the correct service level for your customers.
            • Customize SLA Policy Fields
              If you intend to use SLA policies in your Salesforce org, customize page layouts to ensure that support reps can see and interact with SLA policies.
            • Add a Milestone to an SLA Policy
              Add milestones to SLA policies to define required steps in your support process.
            • Add a Milestone Action to an SLA Policy
              Milestone actions are time-dependent workflow actions that occur at every step (milestone) in an SLA policy. After you create an SLA policy and add milestones to it, add milestone actions to the milestones.
            • Apply an SLA Policy to an Entitlement
              You’ve created an SLA policy; now it’s time to use it! Apply an SLA policy to a customer’s entitlement so all support records linked to the entitlement use that policy.
             
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