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            Set Up Predefined SLA Policies and Milestones for IT Services

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            3. Agentforce IT Service

            Set Up Predefined SLA Policies and Milestones for IT Services

            Quickly enable SLA policies and milestones for IT services from a single page. Reduce implementation steps and deliver consistent service levels for your incident, problem, and change requests without extensive configuration.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To set up SLA Management: Customize Application
            1. From Salesforce Go page, on the Features tab, search for SLA Management for IT Service.
            2. On SLA Management for IT Service, click Set Up.
            3. Click Get Started with SLA Management for IT Service.
            4. Turn on SLA Management for IT Service.
              This action automatically enables Simplified SLA Setup and Turn on SLA Versioning.
              Important
              Important You cannot turn off SLA Versioning after you turn it on. To enable SLA Management and SLA Versioning separately, go to Setup, find SLA, and select Settings under SLA Management.
            5. To create predefined SLA policies, go to Create Predefined Policies and click Create.
            6. Select the objects for which you want to create the predefined policies. Choose from Incident, Problem, and Change Request.
            7. Save your changes.

            From Setup, go to the SLA Policies page and review the predefined policies you just created. Modify them if required or create additional policies for your requirements.

             
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