SLA resources

Service Level Agreements, or SLAs, are agreed upon measures of the average response and resolution times that your support team delivers to your customers. Providing support based on service-levels ensures that you're delivering measured and predictable service. 

This topic contains resources for SLAs including documentation, recipes, and community tips.

Documentation

• Defining and using SLA policies
• Viewing and understanding SLA targets
• SLA reporting dashboard overview
• Defining OLA policies using internal SLAs and child ticket side conversations

Best practices and recipes

• Fine Tuning: Succeeding with SLAs
• Full Circle: Leveraging SLAs to drive team performance
• Manage outages with SLA policies
• Setting up an SLA based on a Salesforce organization or user
• SLA reporting dashboard overview
• Reviewing SLA performance in Explore
• Defining an SLA policy based on the creation date of a ticket

Community tips and recipes

• Running triggers, automations, and reporting based on ticket SLAs 
• Using enhanced SLAs 
• Troubleshooting common issues with SLAs
• Using SLAs with different time zones, contracts, and business hours 
• Creating a notification to identify tickets that are stuck at the back of the queue due to no SLA being applied