Roast Chef
Roast Chef

Implementing SLA clocks

I am looking to implement and configure the SLA clocks on Cases and Work Orders. Is there any documentation on them that I can use to understand how to use and configure them?

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Product Team
Product Team

Re: Implementing SLA clocks

Mark Taylor

You will need to look into contracts and entitlements too...

Do you have contracts set up?

Ideally you would work from a ServicePlan to build out your contracts.. but you don't have to with ServiceMax... depends on your contract use case.

http://userdocs.servicemax.com/ServiceMaxHelp/Winter15/en_us/svmxhlp.htm#APP10.htm%3FTocPath%3DUsing...

Typically an account will have a contract associated with it and then you would specify on that contract the SLA.

in that contract you would add the installed products / locations you wish to cover.

We now also support SLA on individual Install base items specified in the contract

http://userdocs.servicemax.com/ServiceMaxHelp/Winter15/en_us/svmxhlp.htm#APP06.htm%3FTocPath%3DUsing... http://userdocs.servicemax.com/ServiceMaxHelp/Winter15/en_us/svmxhlp.htm#APP06.htm?Highlight=sla

Once these are setup you can decide if you wish to use manual or automatic entitlement (i.e at point of case/wo creation do you wish to check if a valid contract exists).

http://userdocs.servicemax.com/ServiceMaxHelp/Winter15/en_us/svmxhlp.htm#CNF09.htm%3FTocPath%3DSetup...

Note: Their is a user profile config setting to enable auto-entitlement on the case/work order (or both).

Trevor Alexander
Mobile Product Manger
EMEA
Roast Chef
Roast Chef

Re: Implementing SLA clocks

I have a similar question.  We would like to utilize the SLA clocks based on work order priority level, even if a customer does not have a contract or plan in place.  Is that possible?  I couldn't find it in the documentation.

Product Team
Product Team

Re: Implementing SLA clocks

Sorry for the delay Dan Schiess​ Afraid a contract needs to be in place to drive and entitlement & SLA.

You could try and give every customer a "Zero-Discount" Contract.. i.e. a default one that gives no discount and has a default SLA.. Worth a try.

Trevor Alexander
Mobile Product Manger
EMEA
Roast Chef
Roast Chef

Re: Implementing SLA clocks

This could be an option.  I guess some sort of dataloading program would be best for this.

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Product Team
Product Team

Re: Implementing SLA clocks

I know it would be great to have an org wide SLA which didn't depend on a contract.. I will feed this back to our product team.

Dan Schiess​ there are a few free ones worth taking a look at:

Check the Salesforce appexhange: AppExchange - Integration

I have used the Jitterbit and Dataloader.io tool myself and are pretty useful.

Trevor Alexander
Mobile Product Manger
EMEA
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Product Team
Product Team

Re: Implementing SLA clocks

Dan Schiess​ I have good news.. One of the engineering team Meenakshi S​ saw the post and informed me that all you need to do is create some SLA terms which you would use for your 'Standard SLA'. Then when either creating or updating the Work Order you add those SLA terms.

For example in your SFM transaction you could include the SLA lookup field (in the layout) or set it via an SFM mapping to the Work Order.

I just tried it in one of our demo orgs works fine. So no need to create a contract just have a Standard SLA defined, then associate that SLA with the WO. If you are using Case this should work on the Case too.

Full details on implementing SLA Terms are here in the help: ServiceMax Online Help

Trevor Alexander
Mobile Product Manger
EMEA
Roast Chef
Roast Chef

Re: Implementing SLA clocks

Thanks Trevor & Meenakshi!  Appreciate the attention from the team.