The Standard Support for Change Request SLA policy applies to change request records
during default business hours, governed by the Change Requests entitlement. This policy takes
effect upon change request record creation. The primary focus of this policy is the
Acknowledging Change milestone.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
| Action Type |
Milestone |
SLA Trigger Time |
Completion Criteria |
Cancellation Criteria |
| Emergency |
Acknowledging Change |
4 hours |
Status is not New |
Change Type is not Emergency |
