How can I establish a monitor service level agreement?

258 Asked by AadityaSrivastva in Salesforce , Asked on Feb 20, 2024

I am engaged in a particular task that is related to a Salesforce administrator for a large customer support team. In these particular tasks, how can I establish and monitor service level agreements (SLAs) to ensure the timely resolution of customer cases during the time of maintaining high levels of customer satisfaction?

Answered by Aalap prabhakaran

In the context of Salesforce, you can establish and monitor service level agreements in Salesforce for a particular customer support team by using the steps which are given below:-

Define SLA metrics

First, try to determine the key metrics for your particular SLAs, such as response time.

Creating SLA Processes

You can create SLA processes in Salesforce by using process builder or even you can use workflow rules for the task of automatically assigning SLA values.

Set up case milestones

You can define the case milestones for tracking the progress of cases against SLAs.

Configure entitlements

You can utilize the entitlement in Salesforce for the association of SLA policies with customers' entitlement records.

Here is the example given of how you can configure SLAs in Salesforce by using the process builder and entitlements:-

// Process Builder to assign SLA values based on case priority

Process Builder:

Criteria: Case Priority = High

Action: Set SLA to 4 hours

// Entitlements to enforce SLA policies

Entitlement:

Name: Gold Support

SLA: 4 hours

// Case Milestones to track SLA progress

Case Milestones:

1. Case Created (Start)

2. First Response Sent

3. Case Resolved (End)

  // Salesforce reports and dashboards to monitor SLA performance

Report:

- Average Response Time by Case Priority

- Average Resolution Time by Case Priority

- SLA Compliance Rates by Entitlement

How can I establish a monitor service level agreement?

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