Define an SLA for a customer service case

The system administrator can define a new service level agreement (SLA) for a customer service case.

Before you begin

Role required: admin


  1. Navigate to Customer Service > Cases > All.
  2. Select the desired case from the Cases list.
  3. From the SLAs related list, click New.
  4. Fill in the fields on the Task SLA form.
  5. Click Submit.