Define rules to automatically pause milestone timers when the next step is outside a service rep's control. Use Agentforce SLA Summary for comprehensive performance analytics. Get real-time visibility into milestone status across parent and child records to ensure better coordination and alignment across all teams contributing to resolution.
- Improve SLA Reporting by Using Rule-based Milestone Pause
Free up your service reps from the manual overhead of stopping a record when the next step is outside their purview. Admins can set rules to automatically pause milestones when the defined conditions are met. For example, a milestone can be paused automatically if the case status is “Waiting for Customer.” The milestone timer stops during the pause duration and resumes when the pause conditions change. The target date is reevaluated when the milestone unpauses. This helps with more accurate SLA reporting and clearly highlights delays. - Keep Departments Aligned on SLA Commitments with Bidirectional Milestone Visibility
Get real-time visibility into Service Level Agreements (SLAs) and Operation Level Agreements (OLAs) commitments and status by viewing milestones across parent and child records. This feature enables transparent, real-time visibility into child and parent milestone statuses. This allows for better coordination and alignment on SLA and OLA commitments and timelines when departments or vendors besides the service reps also contribute to resolutions. - Optimize SLA Compliance by Using Agentforce SLA Summary
Get a complete view of Service Level Agreement (SLA) adherence with Agentforce SLA Summary. Track key metrics like SLA breach data and trends, milestone performance, service rep performance and workload, and risk indicators. You can also monitor average response and resolution times against SLA targets, and see which records are close to missing an SLA.