Set Up Agentforce SLA Summaries

Agentforce SLA Summary gives you complete visibility into SLA performance. Track SLA breaches and trends, milestone performance, service reps’ workload and efficiency, and potential risk indicators. This feature helps you monitor average response and resolution times against SLA targets and quickly identify records at risk of missing an SLA.

Required Editions

View supported editions.

User Permissions Needed
To add a topic to an agent:	Manage AI Agents AND the required permissions for your agent type

Note

Agentforce retrieves SLA summaries for up to 2,000 records or from the last 30 days, whichever limit is reached first.

1. From Setup, in the Quick Find box, enter and select Agentforce Agents.
2. For Agentforce Employee Agent, click Open in Builder.
3. On the Topics tab, click New and select Add from Asset Library.
4. Select the SLA Insights topic and click Add to agent.
5. Save, test, and activate the agent.

See Also

• Salesforce Help: Create an Agent from an Agentforce Employee Agent Template
• Salesforce Help: Migrate from Agentforce (Default) to Agentforce Employee Agent