Configure organizational return parameters, define multichannel communication templates,
and map service-level agreement (SLA) tracking criteria. Setting up automation rules makes sure
that the system accurately calculates tracking milestones and delivers notifications when hardware
returns delay.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
| User Permissions Needed |
| To configure SLA Rules and Notification Templates: |
Customize Application |
Before setting up SLAs, configure the standard email templates dispatched to employees
when a milestone breaches.
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From Setup, enter Email Templates in the Quick Find box, then select
Classic Email Templates.
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Click New Template.
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Select Text, then click Next.
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Enter an Email Template Name.
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Draft your email body by using dynamic placeholders to pull record metadata:
{{EMPLOYEE_NAME}}: Resolves the employee's name.{{DROP_OFF_LOCATION}}: Resolves the designated return location.{{ASSET_LIST}}: Generates a bulleted list of assigned hardware names and
serial numbers.{{PORTAL_URL}}: Resolves the employee-facing self-service return portal
URL.
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Insert the
{{PORTAL_URL}} placeholder into the email body for return
reminders to route employees directly to the intake form.
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Save your template.
