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IT 服务问题的 SLA 策略
对问题 SLA 的标准支持策略与标准 Problems 权利相关联,并适用于默认工作时间下的问题记录,从创建记录开始。该策略主要关注根本原因完成时间重大事件,并根据问题的优先级确定不同的目标。

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对问题 SLA 的标准支持策略与标准 Problems 权利相关联,并适用于默认工作时间下的问题记录,从创建记录开始。该策略主要关注根本原因完成时间重大事件,并根据问题的优先级确定不同的目标。
| 适用于:Lightning Experience |
| 适用于:Agentforce IT服务的Enterprise、Performance和Unlimited Edition。 |
| 优先级 | 重大事件 | SLA 触发时间 | 完成标准 | 取消条件 |
|---|---|---|---|---|
| 关键 | 根本原因完成时间 | 24 小时 | 状态:修复进行中、已解决、已完结、已知错误、进行中、待处理更改 | 优先级不是关键 |
| 高 | 根本原因完成时间 | 48 小时 | 状态:修复进行中、已解决、已完结、已知错误、进行中、待处理更改 | 优先级不高 |

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