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SLA to reset for every incoming email?

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Posted on by Bellisco

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Hi all,

My team is attempting to add Service Level Agreements to incoming emails in cases, where the Customer Service Representative would have 48 hours to reply to every email - meaning that the SLA would reset for every email in the case. We have been testing on the case form through status reason, but the "success criteria" permanently succeeds or expires the SLA. Does SLAs have the option to reset on a new email, and if yes, how would I go about designing the solution?

Thank you in advance!

Mikkel Belling

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StefanS365 3,573 Most Valuable Professional on at

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RE: SLA to reset for every incoming email?

Hi Mikkel,

If you're able to (re)set the "trigger" date field at the case for every incoming email, the SLA can be reset.

Quote from the following post: SLAs are smart, as it turned out. If you have a field that denotes the starting point for your KPI, and that field is reset, the KPI clock is reset too, making the process recurrent!

crmtipoftheday.com/.../keep-frequent-notifications-to-the-business-hours

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