To ensure compliance with a service-level agreement (SLA) that mandates agent ownership and response within 2 hours of case creation, Universal Containers should implementEntitlements and Milestones.
Entitlementsrepresent the specific support terms agreed upon with customers. They define what kind of support a customer is entitled to and under what conditions.
Milestonesare time-dependent steps within an entitlement process that represent service levels to be provided.
For instance, a milestone can be set to ensure that an agent responds to a case within 2 hours.
By configuring entitlements and associated milestones, UC can:
* Monitor SLA Compliance:Automatically track whether cases meet the defined response times.
* Automate Actions:Trigger alerts or escalate cases when milestones are at risk of being violated.
* Report on Performance:Generate reports to analyze SLA adherence and identify areas for improvement.
This setup ensures that UC meets its SLA commitments by providing timely responses to customer cases.
References:
https://help.salesforce.com/s/articleView?id=sf.entitlements_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.entitlements_milestones.htm&type=5