Customer specific SLAs using contract & entitlements

[Chandni Gautam]

I have a business requirement where I have to define customer/account specific service level agreements. This needs to be done using contracts & entitlements.

I have created contract & entitlement definitions, and attached to the account. Then, I have created some generic SLA definitions based on priority & tie them to the contract of the account. Now, when I raising a case for a particular account, where contract is tied & to the contract SLA is tied, the SLA is not getting triggered. I want to understand how contracts, entitlements & SLA gets tied together for an account.

[Arpan Baishya]

Hi @Chandni Gautam,

Have you configured the SLA Definition somewhat like this?

If the Case record has both Account and Contract fields populated, I think it should work.

Let me know if this helps.

[Chandni Gautam]

I know I can do like this and this is how we are doing it right now. But, we have a lot of different SLAs and maintaining them using these SLA definitions/conditions is difficult. I want to implement this using contracts & entitlements.

[Rami Darwich]

Hi Chandni,

Did you end up working this out?

[Manan Bhatt]

Rami, do you have ideas on this. @Chandni Gautam Did you get this worked out?