Configure Your Own SLA Policies and Milestones for IT Services
Configure highly customized business requirements by creating your own SLA (service
level agreement) policies instead of using predefined SLA policies. Review the high-level steps
to configure SLA policies and milestones for incidents, problems, change requests, and other
objects in IT Services.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service.
If you want to automatically apply the correct entitlements to your SLA policies, the auto-apply
entitlement feature is only available with the simplified setup experience.
Note Though the existing documentation talks about other Salesforce objects, such as
cases, apply the same concepts to Agentforce IT Service objects, such as
incidents.
To provide your support team with a structured timeline for resolving incidents, problems,
and change requests, create an SLA policy.
Each policy includes the logic to enforce the correct service level.
Milestone actions are time-dependent workflow actions that occur at each step (milestone)
in an SLA policy.
When you create a milestone type, you must choose its recurrence type.
Milestone recurrence types determine how a milestone behaves when its criteria are met
multiple times on a support record. See Milestone Recurrence Types.
To reduce manual effort in applying SLA policies to incidents, problems, and change
requests, configure auto apply entitlements so that the correct SLA policy is applied to an
object.
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