SLA is a Service Level Agreement that an Organization offer to their customers. For e.g. Organization may define the SLA based on the customer type like for the gold customer the Cases have to be resolved within 24 hours and for the silver customers, it should be resolved within 48 hours.
To define (SLA) Service Level Agreement we have to first of all define the SLA KPI and SLA Items.
What is SLA KPI?
SLA KPI Is the Key performance indicator that keeps the information of an entity it is related to, and also keeps the field the SLA uses to trigger the SLA.
To create a SLA KPI, navigate to the service management area and click SLA KPIs.
In the name field Enter KPI Name.
In the Entity name field select the Entity on which you wanted to create the SLA. By default Microsoft allows you to create SLA KPI On 4 entities.
- Case
- Lead
- Order
- Quote
However you can configure it by using the admin panel.
Enter the details in the SLA KPI form.
In the Entity name field select the Entity for the SLA KPI.
KPI Field – The SLA KPI field has two look-up values. ‘First response by KPI’ and ‘Resolved by KPI’. However you can create your own values as well.
Applicable from – It captures the value based on which the warning and failure time will be measured. For e.g. if you select ‘Created on’ the warning and failure start time for SLA will be calculated from the record creation date.
After defining the SLA KPI you have to define the SLA Items. To define the SLA Items we have to create a SLA and under that SLA you can define the SLA Items.
For the SLA Items we have to define the records on which it will be applicable and also define the warning and fail duration.
Configure Action to setup success, warning and failure actions. It will take you to the Power automate screen where you can define the actions.
After defining the actions, activate the SLA.
Once SLA is defined and set up, the SLA timer is activated based on the record creation.
Read: How to auto close activity using power automate?