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Service Level Agreements In Crm

If you do not want to use SLAs system-wide, you can disable SLAs at the organization level instead of having to disable each SLA. This happens on the Service tab in the system settings by setting the Disable SLA option to yes. Assuming a high-priority case is selected and partially resolved by XYZ Company`s after-sales service agent, but there are only a few issues to resolve with Frosty Ltd. The customer service agent waits for the customer`s response so that the case and the SLA can be frozen and not taken into account in the SLA calculations until the customer responds and the SLA can continue. To tell the service and support system which SS SLA should be used for an account, edit the account and select the Level Agreement service level from the drop-down menu that displays all active SLAs. Once all the weekly schedule information is complete, select Save and Close. If your organization needs more than one service plan, simply repeat steps 3 through 5. . .