--- schema_version: "1" id: c793a8def9e9d6500f7d1e4b74268da01e66b51e5803dae2d966a43d563fa096 title: Create an SLA Policy collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sla_policy_create.md canonical_url: https://help.salesforce.com/s/articleView?id=service.sla_policy_create.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 427b9b3513bf8950d052712d01f083031b9887d752b94205ff5ab72afc4e2672 description: Create an SLA policy to give support reps a timeline of required steps to follow when solving support records. Each policy includes the logic necessary to determine how to enforce the correct service level for your customers. products: - Service Cloud release: "264" --- # Create an SLA Policy Create an SLA policy to give support reps a timeline of required steps to follow when solving support records. Each policy includes the logic necessary to determine how to enforce the correct service level for your customers. ### Required Editions
View supported editions.
User Permissions Needed
To view entitlements: Read on entitlements
To change entitlements: Edit on entitlements
To create and update entitlement processes: Manage Entitlements
You must create a milestone type before you create an SLA policy. 1. From Setup, enter SLA policy in the Quick Find box, then select **SLA Policies** under SLA Management. 2. Click **New SLA Policy**. 3. Select an SLA policy type. For example, if you intend to use the policy to enforce milestones on cases, select Case. If you intend to use the policy to enforce milestones on work orders, select Work Order. (If work orders aren’t enabled in your org, you only see the Case option.) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you’re using SLA policies, manage customers’ work orders and cases on separate entitlements. This is because an SLA policy only runs on records that match its type. For example, when a Case SLA policy is applied to an entitlement, the policy only runs on cases associated with the entitlement. If a work order is also associated with the entitlement, the policy won’t run on the work order. 4. Enter a name—for example, description, and business hours. 5. If you want to activate the policy, turn on the **Status** toggle. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip We recommend waiting to activate an SLA policy until you add milestone actions to it. You can’t update or delete milestone actions on a process after it’s activated and applied to a record. 6. Choose the criteria for records to enter and exit the SLA policy. The field names you see will reflect the SLA policy type you selected.
Field Description More Actions to Take?
Entry Criteria

Based on Created Date

Select if records should enter the policy when they’re created.

 No

Based on Custom Date/Time Field

Select if you want the value of a custom date/time field on the record to determine when the record enters the policy.

 Yes, a drop-down list displays for selecting the custom date/time. You can only choose a custom date/time, not a custom date.
Exit Criteria

Based on Whether the Case is Closed

Select if records should exit the policy when they're closed.

 No

Based on Custom Criteria

Select if records should exit the policy based on criteria you define.

Yes, select one of the following:

  • Choose Rule and then add the conditions that a record must meet for it to exit the process. For example, set a Case.Priority equals Low if you want cases with the Priority field marked Low to exit the policy.

  • Choose Formula and enter a formula that returns a value of “True” or “False.” Records exit the policy if the formula returns “True.” For example, the formula (Case: Priority equals Low) AND(Case: Case Origin equals Email, Web) moves cases out of the policy if their Priority field is Low and the Case Origin field is marked Email or Web.
7. Optionally, choose the business hours you’d like to apply to the SLA policy. The business hours you set here calculate the Target Date for all the milestones on this SLA policy. 8. Save your changes. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important All users, even those without the “View Setup and Configuration” user permission, can view entitlement processes via the API.