Create an SLA Definition

Configure SLAs to ensure that cases are resolved according to the expectations of customers. SLAs set up performance parameters, such as specifying minimum uptime or the amount of time that a task needs in order to reach a certain condition.


Before you begin

Role required: sn_wsd_case.admin or sn_wsd_case.manager

About this task

Create an SLA definition and use it in Workplace cases. An SLA definition record defines the timings, conditions, workflows, and other information required to create and progress task SLAs. For more information, refer to Service Level Agreement (SLA) definition.

Procedure

1. Navigate to All > Workplace Case Management > Workplace Case Management - Setup > SLA Definitions.

2. Create an SLA Definition or modify an existing one.

   • If you are creating an SLA Definition, click New.
   • If you are modifying an existing SLA Definition, open the desired SLA Definition. For information about the template form fields, see Create an SLA Defintion.

3. In the Table field, select the Workplace Case [sn_wsd_case_workplace_case] table.

4. In the Flow field, select Default SLA flow.

5. In the Application field, ensure Workplace Case Management is selected.

6. Click Submit.

Result

The SLA Definition is created.

Parent Topic:Configuring Workplace Case Management

Related topics

Install Workplace Case Management

Create a Workplace case template

Create a Workplace task template

Smart Assessment for Workplace Case and Task

Automating seat assignment for new hires

Configure Approval options

Configure a Record producer

Configuring a record producer for request edit

Configuring a record producer for reservation

Create a Workplace service

Add a workplace service item to a workplace service

Create a workplace template configuration

Create a workplace field mapping

Configure an escalation rule

Add Fulfillment instructions

Group similar workplace cases under a parent case