SAP C4C time profile for priority settings

[pvandenbrink1985]

Hi,

I would like to change the time profile settings on our priority settings. I will explain myself better.

We use priorities in tickets for example. When I choose “Urgent”, as the ticket priority, I would like to see the initial response time is 4 hours. The overall response time should be 1 day.

When I select “High”, as a ticket priority, I would like to see the initial response time is 8 hours. The overall response time should be 2 days.

Where can I change this matrix? I would like to change it for tasks and appointments as well.

Is there an option to fix this?

Kind regards,

Pascal van den Brink

[former_member7038]

Hallo Mr. van den Brink,

I think your question is tagges with the wrong product. Could you please edit your question and tag "C4C Cloud for Service" to reach the right contact persons?

felipe.fraga: Could you help with this question?

Best regards,

Jana

[felipe_fraga]

Thanks for the heads-up, Jana 🙂

[felipe_fraga]

Hi Pascal,

For response times in Tickets, you can go to Administrator and then Service and Social.
There you have options to maintain Service Level Agreements for each priority of the Ticket.

As for the same thing in Tasks and Appointments, I don't see an option on standard.

Please let me know in case of questions.

Felipe