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Configure Your Own SLA Policies and Milestones for IT Services

Configure highly customized business requirements by creating your own SLA (service level agreement) policies instead of using predefined SLA policies. Review the high-level steps to configure SLA policies and milestones for incidents, problems, change requests, and other objects in IT Services.

Required Editions

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

If you want to automatically apply the correct entitlements to your SLA policies, the auto-apply entitlement feature is only available with the simplified setup experience.

Note
Note Though the existing documentation talks about other Salesforce objects, such as cases, apply the same concepts to Agentforce IT Service objects, such as incidents.
  1. To provide your support team with a structured timeline for resolving incidents, problems, and change requests, create an SLA policy.
    Each policy includes the logic to enforce the correct service level.
  2. To define the required, time-dependent steps within your SLA policies, create milestones and add them to an SLA policy.
    Milestones ensure support reps resolve records correctly and on time. An SLA policy can have up to 10 milestones.
  3. To automate notifications and updates when a milestone is completed or violated, create and add milestone actions to an SLA policy.
    Milestone actions are time-dependent workflow actions that occur at each step (milestone) in an SLA policy.
  4. When you create a milestone type, you must choose its recurrence type.
    Milestone recurrence types determine how a milestone behaves when its criteria are met multiple times on a support record. See Milestone Recurrence Types.
  5. To reduce manual effort in applying SLA policies to incidents, problems, and change requests, configure auto apply entitlements so that the correct SLA policy is applied to an object.
  6. To give incidents reported by privileged employees, such as VIPs, faster response and resolution targets, assign an entitlement to those incidents by using a standard flow template.