Service-level agreement (SLA) policies, entitlements, and milestones are key components
of IT service management. This topic defines these terms, explaining how they help define,
enforce, and track service levels for support records.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
Before diving into the setup, it's helpful to understand the terminology:
SLA Management
The overarching system for defining, enforcing, and
tracking service levels. Previously known as Entitlement Management. See What’s Entitlement Management.
SLA Policies
The timelines that outline all the required steps
(milestones) your support team must complete to resolve support records. Previously known as
Entitlement Processes. See SLA Policies.
Entitlements
The core agreements that define the customer support
channels and types of support a user is entitled to receive. Entitlements also determine
which SLA policies and support process apply to a support record.
Operational Level Agreements
The internal agreements defined by a
service provider to ensure that internal teams meet the SLAs. And OLAs can include one or
more objectives or service targets that govern internal service commitments.
