SLA Policies (known as entitlement process in the older setup experience) are timelines
that include all the steps (or milestones) that your support team must complete to resolve
support records like cases or work orders. Each policy includes the logic necessary to determine
how to enforce the correct service level for your customers.
Required Editions
Not all entitlements require SLA policies. For example, an entitlement might just state that
a customer is eligible for phone support and business hours define phone support to be 24/7.
If you need to add more to that definition—for example, if certain people must be emailed
after a customer's case goes unresolved for two hours—use an SLA policy.
- Set Up SLA Policies
SLA policies are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an SLA policy to apply to entitlements in your Salesforce org.
- Work with SLA Policies
SLA policies help you provide a consistent level of support to your customers. Learn how SLA policies work and how to update them.
