- [Instructor] Now that you understand what makes up an SLA,
let's take a look at how to work together with cases.
I'm going to create a new case
using the Quick Create button over here.
And again, this is going to be for A Datum Corporation.
My case title is Damaged products.
This is a problem.
And I'm talking to Rene Valdes, and the origin is Phone.
So I'm going to go ahead and save and close that.
And then I can open that record
by clicking that View Record here in this notification.
Now I'm going to open up here my business process flow,
and you'll notice that I actually added
a couple of fields here in that Identify stage.
So we have service level now,
which this particular one does not have a service level.
Then you will notice that the SLA
has automatically been applied to this case,
done by the system.
So let's take a look at those SLA details.
I can click here on SLA,
and here we can see a couple of different things.
I'm going to collapse this.
So I can see that we have two items
that are related to this SLA.
I have my First Response By, and I have my Resolved By.
And I can see that my failure time for my First Response By
is 11/22 at 9:12 AM,
and my warning time is at 8:42 AM on the same day.
And then we can also see our Resolved By
failure and warning times.
Now, what you see on the right hand of the screen
are the SLA timers.
So these are counting down to show the rep
how much time they still have
until they actually hit that failure time.
And the timers are really the actual time, that is,
including, right, the 24 hours, or however long
until we actually get to that particular date and time.
Now, the way that the failure time
and the warning time is calculated on the SLA KPI instances
that you see over here
is it's really looking at that Created On field,
the day and the time that the record was created.
And then if we also have a customer service schedule
that's associated with our SLAs,
then it will take a look at that, as well,
before it calculates that failure time
and that warning time.
Now you also see the SLA timers below here.
I figure it'll let me show you different ways
of how that data can be shown on a screen.
And again, that really depends on
how a system administrator has configured the timers
in your instance.
But really what will happen here
is you're going to see this actually change color.
If we're getting close to the failure time
or warning time, I should say,
you're going to see a little triangle
basically saying there's a warning.
And then obviously when we're getting in that failure time,
that's also going to show as red,
really catching your eye or the rep's eye,
showing that we're actually now in that failure time,
so something really needs to happen.
Now, let's take a look what happens
when we are actually meeting that SLA, right?
So we are sending a first response
by that particular date and time.
I'm going to set this to yes.
And I'm going to go ahead and save that,
and you can now see that my first response has succeeded,
and you can also see that on the visual SLA timer, right,
that you get that check mark showing you now
that that SLA has actually been met.