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Create an SLA Policy
Create an SLA policy to give support reps a timeline of required steps to follow when solving support records. Each policy includes the logic necessary to determine how to enforce the correct service level for your customers.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view entitlements: | Read on entitlements |
| To change entitlements: | Edit on entitlements |
| To create and update entitlement processes: | Manage Entitlements |
You must create a milestone type before you create an SLA policy.
- From Setup, enter SLA policy in the Quick Find box, then select SLA Policies under SLA Management.
- Click New SLA Policy.
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Select an SLA policy type. For example, if you intend to use the policy to enforce
milestones on cases, select Case. If you intend to use the policy to enforce milestones on
work orders, select Work Order. (If work orders aren’t enabled in your org, you only see
the Case option.)
Note If you’re using SLA policies, manage customers’ work orders and cases on separate entitlements. This is because an SLA policy only runs on records that match its type. For example, when a Case SLA policy is applied to an entitlement, the policy only runs on cases associated with the entitlement. If a work order is also associated with the entitlement, the policy won’t run on the work order. - Enter a name—for example, description, and business hours.
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If you want to activate the policy, turn on the Status
toggle.
Tip We recommend waiting to activate an SLA policy until you add milestone actions to it. You can’t update or delete milestone actions on a process after it’s activated and applied to a record. -
Choose the criteria for records to enter and exit the SLA policy. The field names you
see will reflect the SLA policy type you selected.
Field Description More Actions to Take? Entry Criteria Based on Created Date
Select if records should enter the policy when they’re created.
No Based on Custom Date/Time Field
Select if you want the value of a custom date/time field on the record to determine when the record enters the policy.
Yes, a drop-down list displays for selecting the custom date/time. You can only choose a custom date/time, not a custom date. Exit Criteria Based on Whether the Case is Closed
Select if records should exit the policy when they're closed.
No Based on Custom Criteria
Select if records should exit the policy based on criteria you define.
Yes, select one of the following:
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Choose Rule and then add the conditions that a record must meet for it to exit the process. For example, set a Case.Priority equals Low if you want cases with the Priority field marked Low to exit the policy.
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Choose Formula and enter a formula that returns a value of “True” or “False.” Records exit the policy if the formula returns “True.” For example, the formula (Case: Priority equals Low) AND(Case: Case Origin equals Email, Web) moves cases out of the policy if their Priority field is Low and the Case Origin field is marked Email or Web.
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- Optionally, choose the business hours you’d like to apply to the SLA policy. The business hours you set here calculate the Target Date for all the milestones on this SLA policy.
- Save your changes.
