Configure SLA definitions for customer service cases

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • A service level agreement (SLA) specifies the time within which service must be provided. Configure SLA definitions that include the necessary information to create and progress SLAs for customer service cases.

    Before you begin

    Role required: admin

    About this task

    The Customer Service Management application uses service level agreements with customer service cases. An SLA can be attached to a service contract, to a company, and to a product and can be configured to start, pause, and stop based on any customer service case attributes.

    An SLA is automatically associated to a case when the case is created or updated based on the conditions that have been set up in the SLA definition. The specific record that gets attached to a case is the Task SLA record, which tracks the SLAs for that particular case. The Task SLA table [task_sla] stores Task SLA records.

    Procedure