How to implement experience sla or XLA

[Devaceis]

Hi Developers,

I have to implement xla please help me How to configure xla in servicenow.

Thanks.

[Community Alums]

hi @DevQuintica 

ServiceNow has Resolution SLA and you can trigger it from retrospective start to start SLA from the creation till resolution

Please mark the response helpful and mark it as solution 

Thanks

Akash

[AndersBGS]

Hi @Devaceis ,

What is it that you need help with? Where are you stock?

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Mitch23]

Hi. I am curious how you decided these were experience level metrics? Typically resolution time (TTR or MTTR) is a measure of process efficiency and not one of experience. XLAs are meant to capture experience meaning feelings, perceptions and sentiment. I applaud you for being interested in experience and I am wondering if your proposed metrics are going to get you there. @Community Alums I think our poster interested how to use ServiceNow to report on experience not just metrics that are traditionally in a service level agreement.

[Community Alums]

Hi @Mitch23 ,

In the servicenow when the case is closed status then a mail can be sent to the user which the form to give feed backing or rating based on their experience (Customer service satisfaction surveys)

https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-serv...

If this helpful then give a thumbs up and if it solved your query can you mark the answer as solution

Thanks

Akash