Hello Team,
How can i configure CS to meet SLA by email/phone? That is when email is sent or outgoing call is made as first response.
Will really appreciate your help. This is urgent. Thank you in advance.
Hi AbdulAzeez,
You can probably create a field and update this field using workflow or power automate when the email /phone call activity is complated. Based on this field you can set the first response SLA.
Hope this helps
Best Regards
PG
Hi
My suggestion would be to have a custom field that once is filled the SLA is Met.
Then you can create a custom workflow that executed on the creation of the activity, and then fills the custom field on the case entity.
It seems i didnt get it. Do you have steps how to do this?
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