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            What Are SLA Policies, Entitlements, and Milestones?

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            What Are SLA Policies, Entitlements, and Milestones?

            Service-level agreement (SLA) policies, entitlements, and milestones are key components of IT service management. This topic defines these terms, explaining how they help define, enforce, and track service levels for support records.

            Required Editions

            Available in: Lightning Experience
            Available in: Unlimited and Enterprise editions with Agentforce IT Service.

            Before diving into the setup, it's helpful to understand the terminology:

            SLA Management

            The overarching system for defining, enforcing, and tracking service levels. Previously known as Entitlement Management. See What’s Entitlement Management.

            SLA Policies

            The timelines that outline all the required steps (milestones) your support team must complete to resolve support records. Previously known as Entitlement Processes. See SLA Policies.

            Entitlements

            The core agreements that define the customer support channels and types of support a user is entitled to receive. Entitlements also determine which SLA policies and support process apply to a support record.

            Operational Level Agreements

            The internal agreements defined by a service provider to ensure that internal teams meet the SLAs. And OLAs can include one or more objectives or service targets that govern internal service commitments.

            Milestones

            These are the specific, time-dependent steps within an SLA policy, such as Root Cause Completion Time for a problem. See Milestones.

            To streamline the configuration process, make sure Simplified SLA Setup is enabled. See Simplified SLA Setup: Configure Entitlements and Milestones.

             
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