SLA definitions for CSM in Customer Service v/s Global scope

[Shiladitya Das]

Hi All,

We're creating SLA definitions for Case management. I would like to know whether we should create those under Customer Service scope or Global scope from best practice perspective. And what are the advantages/disadvantages associated in each scope?

[Musab Rasheed · Accepted solution]

Hi @Shiladitya Das ,

You must create in CSM scope as CSM is completely in CSM scope and not in Global scope, If by mistake you create in Global scope then configuration can be accessed by other Global application whereas if you create in CSM scope then you need to create entry in application restricted caller access table in order to provide access to configuration made in CSM scope.

Mark my answer as correct if that helps.

Regards

[Musab Rasheed]

Hi @Shiladitya Das ,

Did you get chance to see my update.? if you need further help kindly let me know or else mark my answer as correct and close the thread.

Regards