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Configure SLA-based Notifications for IT Services

Help teams respond proactively to approaching or breached service-level agreement (SLA) and operational level agreement (OLA) milestones. by associating notifications with milestone actions.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To design notifications Design Notifications
To configure SLA/OLA policies Customize Application

Before you configure SLA-based notifications, make sure that:

  • Notifications are enabled and the required channels are configured.
  • SLA policies and milestones are configured for your IT Service objects.
  1. To create a notification and set the Usage Type to SLA/OLA, configure notifications.
  2. 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.
  3. 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.
  4. Add milestone actions to send notifications for warning, violation, or completion/success events.
  5. Associate the notification with the milestone action.
  6. Activate the SLA policy.
Example
Example For example, a service desk manager wants incident owners to receive alerts before a high-priority incident breaches its response SLA. The manager creates an SLA policy for high-priority incidents and adds a milestone that tracks acknowledgment time. The manager then configures a milestone action that sends multichannel notifications 30 minutes before the milestone is violated.

The notification can be delivered through email, Slack, Microsoft Teams, or in-app notifications to alert the assigned incident owner and support team. When an incident approaches its deadline, the notification triggers so the team can take action before the SLA is breached.