Learn how Service Level Agreements (SLAs) track and escalate hardware return milestones
across the asset lifecycle. Review recommended practices for integrating HR event triggers and
tagging bulk requests for campaign tracking.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
Service Level Agreement Governance and Escalations
Service Level Agreements (SLAs) monitor key phases of the asset lifecycle:
- Draft Status SLA: Triggers automated reminders through Slack and email
notifications if an employee doesn't complete the intake form within the warning
threshold. Continued non-compliance escalates the task to the employee's direct
manager.
- Transit State SLA: Tracks the physical return journey until stockroom personnel
receive the hardware and mark the order status complete.
Operational Best Practices
- HR Integration: Link reclamation workflows to external HR event triggers (such as
Workday termination events). This integration creates service requests immediately and
preserves employee contact details before network access deactivation.
- Campaign Tracking: Associate bulk reclamation requests with an overarching
Campaign tag to turn on dashboard reporting on exit waves.
