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Create and Activate Return Order SLA Policies

Set resolution targets, streamline hardware intake, and manage asset reclamation deadlines with Return Order service-level agreement (SLA) policies.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

Create a Return Order SLA Policy

Establish clear response targets and assign rules based on record status by creating return order SLA policies.

  1. From Setup, in the Quick Find box, enter SLA Policies, and then select SLA Policies.
  2. Click New SLA Policy.
  3. Enter a descriptive policy name.
  4. For SLA Policy Type, select Return Order.
  5. For Entry Criteria, select Based on Created Date.
  6. For Exit Criteria, select Based on Whether the Return Order is Closed.
  7. Save your changes.
  8. Set the status to Active and click Save.

Create Application Rules for SLA Policies

Define criteria for applying response targets and automate SLA assignment based on record field values.

  1. From Setup, in the Quick Find box, enter SLA Policies, select SLA Policies, and then click the Application Rules tab.
  2. Select New.
  3. Set the order to 1.
  4. Search for and select your Return Order SLA policy or its linked Entitlement.
  5. For Execute Rule When, select a record is created.
  6. For Field, select Return Order: Status.
  7. For Operator, select Equals.
  8. For Value, select or enter Draft.
  9. Save your changes.