In SAP Cloud for Customer (C4C), you can use Service Levels to ensure that your organisation delivers adequate service, on time, to all your customers. You can define service levels for your organisation in accordance with business priorities, to deliver a competitive cost model, and to measure performance and quality of your customer service.
You can set up the Service Level Agreement (SLA) in C4C by navigating to the Work Center 'Administrator' -> Service and Social -> SLA Setup.
It provides you with different options of defining 'Service Levels' and maintaining the rules to 'Determine Service Levels'.
Clicking on Service Levels will navigate you to all the Service Levels existing in the system.
You can click on New -> Service Level to create a new Service Level.
In the General facet, Provide the Name, ID and description.
In the Reaction Times facet, you can define the Milestones. For more information, check the Milestones section.
In the Operating hours facet, you can define the Work Day Calendar and the Weekly Configuration. For more information, check the Operating hours section.
Milestone | Recurring | Alert when Overdue | Recalculate |
Due Date for Completion | X | X | |
Due Date for Initial Review | X | ||
Due Date for On-site Arrival | X | ||
Due Date for Resolution | X | ||
Due Date for Response | X | X |
Event | Recurring | Non-Recurring |
Ticket is created via any channel | Next Response Due date gets filled with the appropriate date-time determined by the applicable SLA | Next Response Due date gets filled with the appropriate date-time determined by the applicable SLA |
Make any change to Service Ticket without the agent responding to the customer | Next Response Due date does not change | Next Response Due date does not change |
Agent responds to the customer | Next Response Due date gets updated taking last agent response date-time as reference time | Gets cleared as Agent has already responded to the customer |
Customer sends a mail again, ticket in process | Next Response Due date does not change | Next Response Due date gets updated taking last customer response date/time as reference time |
Customer sends a mail again, ticket in customer action | Next Response Due date does not change | Next Response Due date does not change until the Ticket is moved to 'In Process' taking last customer response date/time as reference time |
Ticket moved from customer action to in process | Next Response Due date does not change | Next Response Due date gets updated taking last customer response date/time as reference time. |
In a nutshell, in case of Recurring the Next Response Due date gets updated every time an agent responds to the customer and has to again respond within the SLA time frame independent of the fact whether the customer has responded in that time frame or not, until the ticket is completed.
In case on non-recurring, the agent has to respond only once until a new response from customer comes in and the ticket is in 'In Process' where the next SLA is calculated accordingly.
In order to create a new Custom Milestone, you need to navigate to the Work Center: 'Business Configuration' -> Overview and search for the activity 'Service Request SLA'
Once you open the activity, you will see Custom Milestone Definitions
You can click on Add Row to add a new Custom Milestone.
Provide a new ID and description.
Under the Due Date field, select the extension field you have defined on Tickets, for which you want to determine the due date-time using SLA
Under Reference Date, select one of the standard Reference Milestones you want to use as a reference in order to calculate the value of the due date selected above
You can then save the custom milestone definition and all of them will be available to be used in Milestones in Service Levels definition
Under the Operating Hours, you can define the working hours of the service agent. You can select the working day calendar for your site and the Time zone.
Under the Weekly Configuration, you can add a row to select the working days in a week and in addition, you can add the time range of the working hours.
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