Managing SLA through Contract management in customer service management

Ruhee Gupta
Tera Contributor

‎09-25-2024 04:39 AM

Hi folks,

 

We have ootb capability to create SLA's through contract management on cases. Although does anyone know if we can manage end dates of SLA directly by contract management. Currently, I can't see any ootb options, even if contract is expired for account, the SLA attached is in progress state only.

 

Also, what all other benefits we can have from contract management for CSM?

 

Thanks is advance!

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎09-25-2024 04:46 AM

Hi @Ruhee Gupta 

 

I think it is expected bcz SLA work as per condition has the schedule and timing define which has no relation with contract end OOTB.  SLA work on each case where contract is for overall account.

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