The Standard Support for Change Request SLA policy applies to change request records
during default business hours, governed by the Change Requests entitlement. This policy takes
effect upon change request record creation. The primary focus of this policy is the
Acknowledging Change milestone.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service.
Action Type
Milestone
SLA Trigger Time
Completion Criteria
Cancellation Criteria
Emergency
Acknowledging Change
4 hours
Status is not New
Change Type is not Emergency
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