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Configure organizational return parameters, define multichannel communication templates, and map service-level agreement (SLA) tracking criteria. Setting up automation rules makes sure that the system accurately calculates tracking milestones and delivers notifications when hardware returns delay.
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To configure SLA Rules and Notification Templates: | Customize Application |
Before setting up SLAs, configure the standard email templates dispatched to employees when a milestone breaches.
{{EMPLOYEE_NAME}}: Resolves the employee's name.{{DROP_OFF_LOCATION}}: Resolves the designated return location.{{ASSET_LIST}}: Generates a bulleted list of assigned hardware names and
serial numbers.{{PORTAL_URL}}: Resolves the employee-facing self-service return portal
URL.{{PORTAL_URL}} placeholder into the email body for return
reminders to route employees directly to the intake form.
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