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            Set Up SLAs and Milestones for IT Services

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            Set Up SLAs and Milestones for IT Services

            Define service delivery standards for your IT teams. Use a predefined service-level agreement (SLA) policy for quick setup or customize your own policy to match your business needs. Set up the option to manually pause and resume milestone timers and give your support reps more control to accommodate unforeseen delays.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with 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.
            • Configure Manual Pause for Milestones for IT Services
              Give your IT team control over service delivery timelines so that they can manually pause and resume milestones for service-level agreements (SLAs) that apply to incidents, problems, and changes. When this feature is enabled, support reps can temporarily halt SLA timers for unexpected external dependencies or stakeholder actions. It also provides visibility by tracking the date, time, and duration of the pause.
            • 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.
             
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            Salesforce Help | Article