How to set up SLA?

This article will help you understand how to set up SLA policy for a team.




Steps to set up SLA for a team in workflow:


  1. Open Workflow in the Router section.

  2. Edit Route to Team component and add the team you want to set up SLA.

  3. Go to the Advanced section.

  4. Enable the checkbox Enable Reassignment.

  5. Reassignment will happen based on some conditions:

    1.  Lead(Object): Here you can select the object’s field’s condition based on which only reassignment will occur.

    2. Associated Object (Task): Here you can set the conditions based on the task’s field associated with lead or object.

  6. SLA policy will expire for the record when the time mentioned under SLA policy is finished. 
    After this time period reassignment will take place. This SLA policy will function when the team is in its business hours.

  7. SLA policy for outside hours will be checked when the team is not in its business hours. Add the time for expiry of SLA policy for outside hours. After this time period reassignment will take place.

Note: This option is available only when reassignment hours in the team's page is set.

  1. We have three options to select Reassign to after the time for SLA has passed.

    1. Reassign to next available team member: Checking this checkbox will reassign lead to the next available team member in the team.

    2. Reassign to Queue: Checking this checkbox will give you an option to select the queue to which you want the record to get reassigned to.

    3. Reassign to User: Checking this checkbox will give you an option to select the user to which you want the record to get reassigned to.

  2. Click on Save.

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