SLA – Service Level Agreement
Service level agreements allow you to add SLA’s for your cases.
There are 4 causes to perform action on case
- When a case is not assigned to anyone.
- When a case is not updated by anyone.
- When a case is closed.
- If the customer is not updated through an email regarding the case.
You can perform actions like reassigning the cases and/or email to the concerned manager or employee.
- Click on “Create” button to create new SLA.
- Provide “SLA Name” and add “Events”.
- Select the status of the case.
- Set the period for actions to be performed.
- Set the action either “Re-Assign” or “Email” to “Manager” or “Team”or “Employee”.
Enable SLA to a Case
- Once you’ve created SLA, go to “Priorities” setting.
- You can view columns of priorities and SLA Name.
- Click on “SLA Name” against your default priority name.
- You can able to view the drop down with SLA names.
- Select your preferred one.
Define SLA in creating case
After configuring the SLA and Priority setting, create a new case with pertained information.
Automatically you can view the “SLA Name” in cases creation page as shown in the image below:
Work flow of SLA
We have created SLA in the name of “Turn Around Time” SLA holds events as sectioned below:
When case is not assigned to anyone after 5 minutes the case should be reassigned to an employee “Mark Henry” and email should be sent to “Contact Team”.
When case is not updated by anyone after 10 minutes the case should be reassigned to an employee “Sofia Meyer” and email should be sent to “Contact Team”.
When the customer doesn’t update by email after 15 minutes, an email should be sent to an employee “Sofia Meyer”.
When the case is not closed, the case should be reassigned to a team “Support” and email to “Manager”.
You can view the created SLA as shown in the image below: