Take control of your service-level agreements for service records (SLAs) by sending notifications for channels such as, Email, Slack, In-App, and Teams. Configure SLA milestone actions to send notifications for warnings, violations, and completion events to a specified audience. IT teams no longer monitor timers and can respond proactively to approaching or breached deadlines.
Where: This change applies to Lightning Experience in Unlimited, Enterprise, and Performance Editions with Agentforce IT Service.
Who: To manage SLA policies, milestones, and notifications, you need the Customize Application user permission and the Notifications Designer permission set.
How: Create a notification by setting the Usage Type to SLA. Create or edit an SLA policy, add milestones, and define milestone actions for warning, violation, or completion. For each action, select the notification you created. Activate the SLA policy to apply notifications to records.