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Create a Version of an SLA Policy

Entitlement versioning lets you create multiple versions of an SLA policy, even if it’s assigned to active entitlements and support records. You can use multiple versions of an SLA policy at the same time in your Salesforce org.

Required Editions

View supported editions.
User Permissions Needed
To create and update SLA policies: Manage Entitlements
Note
Note

To create multiple versions of SLA policies, entitlement versioning must be enabled in your org. Select Enable Entitlement Versioning on the Entitlement Settings page in Setup.

When you create versions of SLA policies with the same name, the version number and notes help you differentiate between versions. Salesforce prevents you from disabling entitlement versioning so you always know which version you’re working with.

  1. From Setup, enter SLA policies in the Quick Find box, then select SLA policies.
  2. Click the name of the SLA policy for which you want to create a new version.
  3. From the Milestones list, click the Save dropdown and select New Version.
  4. Add details about the new version. Follow these best practices:
    • Use the Version Notes field to explain what makes the version you’re creating different from others. This makes it easier to differentiate between multiple versions of the same entitlement process.
    • Leave the name as is.
  5. Click Save.
    After saving, you can modify the entitlement process’ milestones if needed.
    Important
    Important
    • On new versions of entitlement processes that are currently in use, you can add new milestones, but you can’t edit existing ones. On new versions of processes that aren’t currently in use, you can both add new milestones and edit existing ones.
    • All versions of an entitlement process must be the same type.
  6. Turn on the Status toggle to activate the version. Activating a version makes it the default, and all new entitlements and support records start using this default version. Existing records that are using a previous version of the SLA policy continue to use that version. However, if the record is updated, it starts using the default version. All versions of an SLA policy must be the same type: Case or Work Order. After you activate the SLA policy, you can’t modify its milestones.
  7. To view all versions of the SLA policy, under Version Note, click View all versions.